• IDENTIFY AND RESEARCH STAKEHOLDERS
  Your company must identify stakeholders, know their needs and expectations and design communication and relationship strategies.
  

• DEFINE AN ORGANIZATIONAL IDENTITY
  Set of principles that serve as a guide for the behavior and attitudes of people involved in the organization.
  Vision: where the company wants to go
  Mission: what your company delivers
  Purpose: what difference the company makes in society
  Values: these are the pillars of the business
  

• SWOT ANALYSIS
  Another important step in strategic planning is to carry out a SWOT analysis. This term comes from English and the acronym refers to strengths, weaknesses, opportunities and threats.
  From this study, you will be able to focus on your strengths, recognize weaknesses, find opportunities and prevent threats.
  

• STRATEGIES
  We build the strategic map using the Balanced Scorecard methodology, which is based on four pillars:

Financial perspective
It deals with the company's profitability and productivity results.

Market perspective
It refers to the value proposition that the company wants to deliver to customers such as satisfaction, market share, customer return rate, etc.

Internal processes
It deals with the most varied internal performance indicators, such as TM – average ticket, customer satisfaction, PA – product per service, cart abandonment rate…

Resources
Its main indicators refer to satisfaction, motivation, training and retention of the workforce, sharing of best practices, etc.

The four perspectives are related

To obtain better results in financial indicators, it is necessary to obtain good performance with customers;

To achieve good performance with customers, it is necessary to have excellent efficiency in internal processes, as it is through them that the value proposition for customers is developed;

Finally, for excellent operational efficiency, the company's skills and information systems must be developed, as the processes are developed and executed by the organization's own people.

Check out the box to see how the following objectives can be outlined using the Balanced Scorecard methodology.

• Strategic objectives
  Results that the organization intends to achieve to achieve the vision.

• Strategic indicators
  Strategy measurers.

• Goals
  To help us set goals in a structured way, there is a method created and named by Peter Drucker, one of the great names in administration, called Management by Objectives Theory, or, as it is better known, SMART: Specific, Measurable, Attainable, Relevant and Temporable.

ACTION PLAN

After defining the strategies, objectives and goals, the actions on how they will be achieved are detailed.