Question

2. Build a balanced Scorecard for H&R Block that proposes objectives and measures for e of the four quadrants of the card (financial, customer, internal, and learning). Copyright © 2017 by Nelson Education Ltd.

Answer 1

Competitive Analysis - Internal SWOT Analyses

A SWOT analysis is an effective method for identifying H&R Block's strengths and weaknesses while examining the opportunities and threats the company may face.

Strengths:

Personalized product and services, The only brand to offer software, online and in-office solutions Dynamic marketing skills and structure Brand Client Base/Distribution Very user-friendly website Low-cost delivery system a Low number of major (tax) competitors and no one on par with Block as far as clients served. H&R tax professionals are offered more education at most tax preparation firms over 400 hours Weaknesses: Niche brand and market position Mass business system best serves lower-income consumers Delivery system perceived to not meet many consumers' needs Outside of tax relationships, limited or no competitive advantages services/mortgage businesses Customer service in office telephone Part-time employees lack corporate citizenship Offices leased and appear Non-contractual service allows customers ease of switching to competitors Opportunities Financial advisory business Tax preparation software Consumers are rapidly embracing internet availability Digital self-preparation splitting between software and online attracting younger moderate-income consumer (Early Adopters) Push for/advantage to E-Filing likely to drive growth for many years Financial services - long-term trend toward advice

​Threats:

Availability of cheap and easy tax preparation programs Organizing low-end Competitors -Jackson Hewitt and Liberty Tax Banks or other financial companies could offer similar services in the future IRS could reduce the complexity of forms and remove demand Technology is creating new forms of service delivery

Flood of entries into financial services arena Financial services competitors building brand strength and service capabilities that drive consumer expectations Service capabilities that lead consumer expectations Mortgage industry scale advantages to dominate successful business models

​