 |
 |
|
Balanced Scorecard Implementation
|
| |
Introduction |
|
|
| |
Led an effort to design and implement a Performance Scorecard
(a.k.a. Balanced Scorecard).
|
|
|
| |
Description |
|
|
| |
Our client, one of the country’s largest retailers, wanted to implement a
Balanced Scorecard. After careful review of the text book approach, the
team opted to relax some of the constraints of the orthodox model and instead
implement a Performance Scorecard. We facilitated workshops with each of the
divisions to develop the Top Five drivers of success. We then took each driver
and developed a clear and specific measure. For example, the measure for the
driver "Customer Satisfaction" became "The Index Score on a
Quarterly Survey of our Customers." We then facilitated workshops with
each functional area to define how each contributed to the Top Five Drivers of
Success. Using this information, along with our knowledge of similar industry
benchmarks, we then created a Driver Tree to illustrate the breakdown of each
measure. Since the current management systems were never designed to capture or
report such information, they also needed to be updated. The final result was
that each manager had an accountability for a set of Performance Scorecard
measures. |
|
|
| |
Results |
|
|
| |
Just in the first year of reporting Performance Scorecard
information, more than three quarters of all the measures shown measurable
improvement.
|
|
|
|
|
|
