Professional Documents
Culture Documents
A strategic and operational tool Owned by the Executive Shared by everyone Balances:
Long and short term Hard and soft measures Leading and trailing indicators Internal/external perspectives
Like writing a novel, not writing a list Measures support change, not monitoring
It is NOT
A new idea An end in itself A playing field for internal politics An initiative of Finance, HR, Marketing etc. Boardroom art A make-work exercise
Its origins
Nolan-Norton Consultants 1990 12 client Organisation of the Future study group Based on premise that financial measures were insufficient for a modern business Principles espoused previously by:
Rensis Likert (The Human Organisation, 1960) TQM gurus (Deming, Crosby, Juran etc.)* European Foundation for Quality Management (1985) Maisel and McNair parallel models
9% 9%
10%
8%
14%
20% 15%
9%
6%
Financials
Business Processes
A question of balance?
Customer perspective Corrective activity Developmental activity Balancing compliance with added value
Financial Measures Key performance ratios Financial health Balancing leading with trailing indicators
Balanced Scorecard
Learning and growth People measures Knowledge measures Balancing soft and hard indicators
Business Processes Drumbeat Time, cost, quality Balancing inputs and outputs
Building Using
Structure
Rewards
Systems
Projects
Targets
A strategic tool
Financial Measures Sales Revenue growth Return on Turnover Cost of sales Shrinkage
Balanced Scorecard
Learning and growth Absence level Stability index Mission involvement index Starfish.net ideas
Business Processes Stock Outs New store plan vs. actual Strategic Projects delivery Supply chain process time
Joined up thinking?
PEOPLE Blue arrows indicate positive correlation. Red arrows negative. Broken line is a weaker connection CUSTOMER Staff Loyalty Development
0.16
Morale (absence)
-0.20
Loyalty*
0.16
only in Metro and Extra Stores Recruitment only in smaller store formats - Metro and Express One in Front*
-0.28
0.27
Market share*
Sales Growth*
0.1 0.13 0.17 -0.1 -0.16 0.22 0.11
Productivity
-0.1
OPERATIONS
Number at arrow head indicates size of Pearson co-efficient of correlation. Superstores used for consistency of statistic except where indicated.
FINANCE
Improve Cost Structure Cost per Unit Market and Account Share
Enhance Customer Value Customer Profitability Customer Retention Customer Satisfaction Product Leader Customer Solutions
Create Value from New Products & Services New Revenue Sources
Customer Acquisition
Operations Theme
Regulatory and Society Theme (Processes that Improve the Environment and Communities)
Learning & Growth Perspective: role for intangible assets people, systems, climate and culture
Performance management
Age Pre-industrial Age What is valued? Community Loyalty Key process Belonging Compliance Key Output Contribution Output Culture Social Work-ethic Mobility
Employee satisfaction Employee capability Information availability Knowledge growth Performance and reward management systems Cultural measures from surveys e.g. leadership, communication, recognition (enablers)
Success factors
Planning and objective setting Operational targets Budgeting Internal audit Continuous improvement Project management Performance management/appraisal Reporting and meeting regimes Reward and recognition.......
Unfortunately, this years low score on morale in the employee survey means our balanced scorecard index is below the threshold for the bonus award
Implementation Plan
Creating the preconditions for system introduction (the level of enterprise) Establishing the basic architecture (the level of enterprise) Achievement of consent of strategic goals statement among groups members (pilot level) Defining the key performance indicators and the measure units for each of them (pilot level) Defining the plan of actions in time (pilot level) Assigning responsibilities to monitor the activities (pilot level)
Common Mistakes in BSC Implementation 1. Non involvement or Non Commitment by Top Management 2. Absence of Specialist Teams or Core Teams 3. Delay in Planning and Implementation in search of Perfection 4. Delay in Implementation in developing Measures of Performance 5. Concept of Continuous Improvement is missing 6. Emphasis on M&E instead of Improving Communication 7. Non Availability of Resources
Check List for Evaluating Organization's Readiness for BSC Implementation : Comprehensiveness of BSC
a. How strategic goals are represented in Balanced Scorecard? b. What KPI (Key Performance Indicators) are? What are their key properties? c. What are two key rules about KPI? d. What winning indicator is? How to test your indicator? e. How strategic goals and indicators are connected to the action? f. What level of implementation of BSC in your business structure is necessary to achieve success with Balanced Scorecard ?
Check List for Evaluating Organization's Readiness for BSC Implementation : How Good the Plan is
a. Do you have Balanced Scorecard implementation plan in written from? b. How many top-level employees or investors are involved in the implementation? c. How many line-level managers and employees are involved in the implementation? d. Does the plan include design of Balanced Scorecard for each business unit in your company? e. Does the plan include the design of strategy map? f. What is estimated timeline for Balanced Scorecard design, implementation and usage? g. If you plan to review your Balanced Scorecard? What is timeline for the review? h. If you plan to develop improvement plan for each of indicators and their values?
Does Implemented Balanced Scorecard work for your Organization a. If each indicator in your Balanced Scorecard is associated with employee responsible for the value of the indicator? b. If there are indicators that improved their values in a month? c. If there are some indicators that changed their value significantly in a month? d. If there are indicators that have not changed their values in a month? e. If there are some tasks that your employees do that are not linked to indicators and strategic goals?
When Balanced Score Card Produces Best Results 1. Balanced Scorecard is an internal systems tool. No need to cheat or trick when you are dealing with yourself. Monitoring function, the BSC provides is aimed only to improve the performance, not to show something to someone. Monitoring is needed to manage, not to show 2. One of the features of the BSC is focusing. The aspiration of management for extracting a synergy from cumulative influence of set of factors often leads to system contradictions. Concentrate on High Priorities function/indicators. 3. Indicators of the KEY activities linked with each other by well organized logical structure.
CASE STUDIES