Building The Balanced Scorecard
Building The Balanced Scorecard
Building The Balanced Scorecard
the
Balanced
Scorecard
Introduction
Balanced Scorecards provide a framework for
communicating strategy in operating terms (measurements
and targets).
When people are asked about strategy, they reach for their
balanced scorecard.
Why do we need Balanced
Scorecard…???
Improves how you communicate strategy
Broad in scope
Examples:
- Improve Customer Service
- Leverage Core Competencies
- Develop more innovative products
Strategic Objectives
Relationship to mission
Example:
- We will expand call center services to include technical
support
Strategic Themes
Customer satisfaction:
- Response Time to service customer
- Customer Satisfaction Survey Scores
Process Efficiency:
- Cycle time
- Downtime (time / ratio)
- No. of Restarts
Targets Setting
Once measurements are established, you need to
set a target for each measurement.
Throughout this
Financial
process, use
templates to capture,
analyze and
Customer
document data.
Templates are used
Internal
for strategic
mapping, defining
Learning
measurements, etc.
Pointers to keep in mind….!!
Scorecards are built around three teams:
Leadership Team (upper level management), Core
Team (middle level management) and
Measurement Team (lower level functional
personnel).
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