The Balanced Scorecard Methodology

Presentation by:
Informed Risk Decisions; 2010

Informed Risk Decisions

The Balanced Scorecard (BSC) - "One of the most

important management practices of the past 75
Enterprise-wide
years" HBR
Measuremen
Alignment
and
t and
Reporting

Strategic
Management

Communicatio
n

1992
Articles in Harvard Business
Review:

The Balanced Scorecard

Measures that Drive
Performance January February 1992

Putting the Balanced

Scorecard to Work
September - October
1993

Using the Balanced

Scorecard as
a Strategic Management
System January February 1996

2009
Endorsement by Gartner Group
2009:
The balanced scorecard
methodology
developed by Drs. Kaplan and
Norton
extends beyond financial
measures to
link vision to action.
The Harvard Business Review has
acclaimed the balanced scorecard
as one of
the most influential
The Balanced
Scorecard
is translated into 18
ideas
languages
of the past 75 years
Source: Gartner Group; 2009 Feature
Article:
Business Value of IT Non-financial
Measurements

Informed Risk Decisions

Based on presentation of Balanced Scorecard Collaborative

1996

2000

Financial and non-financial metrics - Key Performance

Indicators (KPI)
Key Performance Indicators (KPI) are financial and non-financial metrics
used to quantify objectives to reflect strategic performance of an
organization.

In times of uncertainty, managing the factors that drive business

value becomes especially significant.
Standard financial measures are insufficient for capturing all the
critical elements of business worth.
It is crucial to establish standards for non-financial measurement
of business performance.
These metrics would include, for example, leading-edge indicators
for an enterprise's ability to innovate as well as manage demand,
supply and shared services. Such metrics should be standard,
objective and capable of being audited.
Supported by new reference models, methodologies and
advancement in IT, performance measurement can provide greater
insights into the cause-and-effect relationships between operating
events and financial results.
Such knowledge depends on measures that expand the traditional
financial metrics to encompass non-financial elements that offer a
platform for management of performance.
The balanced scorecard methodology developed by Drs. Kaplan
and Norton extends beyond financial measures to link vision to
action. The Harvard Business Review has acclaimed the balanced
scorecard as one of the most influential ideas of the past 75 years.

The Balanced Scorecard Methodology:

Making the strategy tangible, understood
and shared
At the highest level, the Balanced Scorecard is a
framework that helps organizations to translate
strategy into operational objectives that drive both
behavior and performance.
Source: Balanced Scorecard Collaborative/Palladium

The BSC is a structured approach to performance

measurement and performance management that links
the organizations strategic thinking to the activities
necessary to achieve desired results
The BSC is a vehicle for communicating an
organizations strategic direction and for measuring
achievements towards these predetermined objectives
The BSC clearly establishes linkage between strategic
objectives, the measures for determining progress, the
stretch targets established, and the focused initiatives
needed to move the organization forward to meet
those organizational goals

Strategy
A general method for achieving specific
objectives.
It describes the essential resources and their
amounts, which are to be committed to achieving
those objectives. It describes how resources will
be organized, and the policies that will apply for
the management and use of those resources."
Source: Engineering Strategy Development; Definition of Strategy; Feb 2004
http://www.johnstark.com/es5.html

Please note:
The term Strategy is intuitively perceived as
relating to Enterprise-wide strategic objectives;
however it may describe also
departmental/functional objectives/goals/targets
such as of Customer Service dept

The Strategy Landscape:

Strategy Implementation, monitoring and
control
Implementatio
n:
Hands on
Wheel

Enterprise-wide strategic objectives

and/or departmental/functional goals
and targets

Key Performance Indicators

(KPI)
put to work by applying,
adapting and tailoring the
Balanced Scorecard
Drilling down
methodology

Analyzing
Tracking Cause-Effect
validity

Monitoring & Control

Informed Risk Decisions

Business Intelligence (BI)/Analytics and

Balanced Scorecard
Balanced Scorecard is to be
positioned as top-level business
intelligence linking operational
achievements to vision,
strategy and financial & nonfinancial measure combination
Business intelligence uses
knowledge management, data
warehouse[ing], data mining
and business analysis to
identify, track and improve key
processes and data, as well as
identify and monitor trends in
corporate, competitor and
market performance.
Source:
Informed
Risk Decisions
www.bettermanagement.com

The Balanced Scorecard

framework

There is a consistent set of best practices applied by

successful BSC users
1. MOBILIZE CHANGE THROUGH
EXECUTIVE LEADERSHIP

2. TRANSLATE STRATEGY
TO OPERATIONAL TERMS

1.1 Top
2.1 Strategy map developed
2.2 Balanced Scorecard created
2.3 Targets established
2.4 Initiatives
rationalized
2.5
Accountability assigned

3. ALIGN THE
ORGANIZATION
TO THE STRATEGY
3.1 Corporate role

leadership committed
1.2 Case for change
clearly articulated
1.3 Leadership team engaged
1.4 Vision and strategy clarified
1.5 New way of managing understood
1.6 Program manager identified

STRATEGYFOCUSED
ORGANIZATIO
N

5. GOVERN TO MAKE
STRATEGY A CONTINUAL
PROCESS

5.1 BSC reporting system established

5.2 Strategy review meetings conducted
3.2 Corporate SBUs
5.3 Planning, budgeting, and strategy
aligned
integrated
3.3 SBU Support units aligned
5.4 HR and IT planning linked to
3.4 SBU External Partners aligned
strategy
3.5 Board of directors aligned
5.5 Process
4. MOTIVATE TO MAKE
management linked to strategy
STRATEGY EVERYONES JOB
5.6 Knowledge
sharing linked to strategy
4.1 Strategy awareness created
5.7
4.2 Personal goals aligned
Strategy Management Office
4.3 Personal incentives aligned
4.4 Competency development aligned
established
defined

BEST
PRACTICES

Source: Balanced Scorecard Collaborative/Palladium - www.bscol.com ; NOW - http://www.thepalladiumgroup.com

Getting acquainted with the

Balanced Scorecard

Informed Risk Decisions

What is meant by Balanced

The task of developing a comprehensive strategy demands systematic consideration
and integration of various perspectives. We have to balance between financial and
non-financial considerations and apply a measure combination. The basic framework
as conceived by Kaplan and Norton, 1996 is presented below. The actual contents
of each perspective are tailored to the specific organizational/unit realities,
needs and challenges.
For making the strategy explicit we use the Strategy Map/s

Financial
Perspective

Customer
Perspective
Objectives
Key Performance
Indicators
Targets
Initiatives

Kaplan and Norton, 1996

Objectives
Key Performance
Indicators
Targets
Initiatives

Strategy

Learning & Growth

Perspective
Objectives
Key Performance
Indicators
Targets

Internal Process
Perspective
Objectives
Key Performance
Indicators
Targets
Initiatives

Tailoring to the specific organizational/unit realities, needs

and challenges - government procurement service
example
FINANCIAL

- Optimum Cost Efficiency

of
Purchasing Operations;
Cost Reasonableness of
Actions

CUSTOMER

- Customer Satisfaction
- Effective
Service/Partnership

MISSION
VISION
STRATEGY
LEARNING AND
GROWTH

INTERNAL BUSINESS
PROCESSES

- Acquisition Excellence
- Most Effective Use of
Contracting
Approaches
- Streamlined
Processes
- On-Time Delivery
- Supplier Satisfaction
- Socio-economics

- Access to Strategic
Information
- Employee Satisfaction
- Organization Structured
for
Continuous Improvement
- Quality Workforce
Source: USA, Department of Energy Procurement System

What do we balance
Financial versus Non-financial
measures
Tangible versus Intangible assets
Long-term versus Short-term Goals
Internal versus External Perspective
Performance Drivers versus
Outcomes
Cause-effect relationships hypotheses

Example of the Basic Building Blocks of the

Strategy and displaying the strategys causeFinancialeffect
Perspective hypotheses
1.The economic model of
Return on
Investment

Revenue
Strategy

Productivity
Strategy

Sources of Growth

Sources of Productivity

Customer Perspective

2. The value proposition of

target customers

Value Proposition
Price

Quality

Time

Function

key levers driving

financial performance

Image

Relatioship

Internal Process Perspective

Build the
Brand

Make the
Sale

Deliver the
Product

Service
Exceptionally

Learning & Growth Perspective

Staff
Competencies

Technology
Infrastructure

Source: Presentation of Balanced Scorecard Collaborative

Climate for
Action

3. The value chain of core

business processes

4. The critical enablers of

performance improvement,
change and learning

Making the strategys hypotheses

explicit: the Strategy Map

strategy map for a Balanced Scorecard

makes explicit the strategys hypotheses.
Each measure of a Balanced Scorecard
becomes embedded in a chain of causeand-effect logic that connects the desired
outcomes from the strategy with the
drivers that will lead to the strategic
outcomes.
The Strategy-Focused Organization by Kaplan and Norton
2001

Strategy Maps
A Better Way to Communicate Strategy
Executive consensus and
accountability:
Building the map eliminates
ambiguity and clarifies
responsibility.

Educate and Communicate:

Build awareness and
understanding of organization
strategy across the
workforce.

Ensure Alignment:
Each sub-unit and individual
link their objectives
to the map.

Promote Transparency:
Communicate with and
educate constituents, partners,
oversight bodies, and the
general public.

Source: "Using Balanced Scorecard Technology to Create Strategy-Focused Public Sector

Organizations", Robert S. Kaplan, April 21, 2004, pg. 20

Kaplan and Norton's Generic Strategy Map

template
Please keep in mind that the
positioning of a perspective on the
template does not in any way indicate the relative importance of
the perspective.

The Generic Strategy Map template

has to customized to the organizations/department's/unit's particular

trategy Map Represents How the Organization Creates Value

Productivity Strategy

Financial
Perspective
Improve Cost
Structure

Customer
Perspective

Growth Strategy

Long-Term
Shareholder Value

Increase Asset
Utilization

Expand Revenue
Opportunities

Customer Value Proposition

Price

Quality

Availability

Selection Functionality Service

Product / Service Attributes

Internal
Perspective

Enhance
Customer Value

Operational Management
Processes
Supply
Production
Distribution
Risk Management

Customer Management
Processes
Selection
Acquisition
Retention
Growth

Partnership

Relationship

Brand
Image

Regulatory and Social

Processes
Opportunity ID Environment
Safety and Health
R&D Portfolio
Design/Develop Employment
Community
Launch
Innovation
Processes

Human Capital

Learning and
Growth
Perspective

Information Capital
Organization Capital
Culture

Leadership

Alignment

Teamwork

Source: Kaplan R. S. & Norton D. P.,2004,Strategy Maps: Converting intangible assets into
tangible outcomes, HBR

Sample Strategy Map: Consumer Bank

Customer

Financial

Our success comes from

F3 - Grow nontraditional
revenue
sources

F2 - Maximize
traditional
revenue sources

F4 - Manage financial
resources for
maximum riskadjusted return

F1 - Achieve sustainable
double-digit net income growth

enduring value-added relationships

C1 - Understand me
and give me the right
information and
advice.

C3 - Appreciate me,
and get things done
easily, quickly, and
right.

C2 - Give me
convenient access to
the right products.

C4 - Be
involved
in my
communities.

Internal Process

which is all about great products and personal service

Innovation

Customer
Partnerships

Communicate the full value

proposition

Consistently deliver the full

value proposition

Broaden offering through

internal & external
partnerships

Learning and
Growth

Develop attractive new

products & services

Migrate customers to the

right channel
Identify and recognize highpotential relationships
Segment markets and target
prospects

Operational
Excellence
Provide premium service
to delight and retain
valuable customers

Maximize efficiency and

quality of business
processes

Focus on the critical few

activities

delivered by a motivated & prepared work force.

L1 - We develop,
recognize, retain,
and hire great
people.

L2 - Im
developing the
skills I need to
succeed.

L3 - We understand
the strategy and
know what we need
to do.

L4 - We have the
information and tools
we need to do our jobs.

BSC Terminology

Strategy Map example: Diagram of the

cause-and-effect relationships
between strategic objectives
Strategic Theme:
Operating Efficiency
Financial

Profitability

Fewer planes

More
customers

Extending the Map into Objectives,

Measurements, Targets and Initiatives
Statement of
what strategy
must achieve
and whats
critical to its
success

How success
in achieving
the strategy
will be
measured and
tracked

Objectives

Measurement

Target

On Ground Time
On-Time

30 Minutes
90%

The level of
performance
or rate of
improvement
needed

Key action
programs
required to
achieve
objectives

Customer
Flight
Is on time

Internal
Fast ground
turnaround

Lowest
prices

Fast ground
turnaround

Learning
Ground crew
alignment
Based on : Presentation of Balanced Scorecard Collaborative

Departure

Initiative

Cycle time

optimization

Horizontal and Vertical

Alignment !!!
The Organizational Framework
Strategy Objectives Measures
Strategic
Business
Unit (SBU)
Departme
nt
Team/
Individual

Ensure Alignment:
Each sub-unit and individual link their objectives to the map.

Cause - effect hypotheses

We must test hypotheses of cause-effect
relationships
The key for implementing strategy is to have everyone in the
organization clearly understand the underlying hypotheses, to
align resources with the hypotheses, to test the hypotheses
continually, and to adapt as required in real time.
The Strategy-Focused Organization by Kaplan and Norton 2001

Strategies and action plans are based on cause-effect

hypotheses e.g. assumptions and Ifs (as far as
strategy is concerned IF is the longest word)
If we do.., we will raise more income
Mapping the strategy highlights the assumed causeeffect relationships.
We must continuously test and check the validity the
hypotheses
They might have been wrong and/or the assumed
environmental/internal realities have been changed.
CHANGE is the name of the game
Informed
Decisions
We Risk
must
continuously monitor implementation

Ability to drill down

Housing Strategy Map example: Cause-effect hypotheses

Mission
Increase
Home Ownership

Customer

Increase Market Share

Business Partners

Processes
Develop Loan
Programs

Reduce Claims

Homeowners

Value Chain (faster, better, or cheaper)

Receive
Applications

Process
Applications

Service
Mortgages

Skills, Technology, Motivation

Strategic Competencies

Strategic Technology
Infrastructure

Climate for Action

Applications

Source: Presentation by Patrick Plunkett Department of Housing & Urban Development July 20, 2006

Balanced Scorecard
Development Process

Balanced Scorecard Six Step

Development Process
Step 3

Step 1

Step 5

Draft a
Strategy Map
With Linkages
And Themes

Develop a
Project Plan

Step 2
Build a
Strategic
Architecture

Select Strategic
Initiatives

Step 4

Step 6

Determine
Measures and
Targets

Plan for
implementation
of the SFO

Typically 8-12 Weeks

Putting the BSC to work

Presentation of the metrics
and their visualization

http://vaperforms.virginia.gov/Scorecard/ScorecardatGlance.pdf

Balanced
Scorecard

Radar Chart

Dashboard

Some of the Indicators of Good Balanced Scorecard

1. Executive Involvement

Strategic decision makers must validate and own

the strategy and related measures

2. Cause-and-Effect Relationships

A good Balanced
Scorecard will
tell the story of
your strategy in
actionable terms.

Every objective selected should be part of a chain of

cause and effect linkages that represent the strategy

3. Balance between outcome and leading

measures There should be a balance of outcome
measures and leading measures to facilitate
anticipatory management

4. Financial Linkage

Every objective can ultimately be related to financial

results

5. Linkage of Initiatives and Measures: Each

initiative should be based on a gap between
baseline and target.

Source: Balanced Scorecard Collaborative/Palladium