introduction to balanced scorecard development by derek hendrikz
DESCRIPTION
Introduction to Balanced Scorecard Development by Derek Hendrikz. Covers financial, customer, internal business processes and learning and growth perspectives. Kaplan & Norten models to translate strategy to action.TRANSCRIPT
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Copyright © 2014
Derek Hendrikz Consulting
www.derekhendrikz.com
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Copyright © 2012: Derek Hendrikz Consulting
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BSC Facts…
• A strategy performance management tool
• Most widely adopted performance management framework in
the world
• Made known by Drs. Robert S. Kaplan and David P. Norton during 90’s
• Created to keep score of pre-determined perspectives thus
enabling the measurement of organisational performance
• Intended to place financial measures in perspective by adding
other important organisational dimensions
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Balanced Scorecard Perspectives…
1. Financial: encourages the identification of a few relevant high-level
financial measures. In particular, designers were encouraged to
choose measures that helped inform the answer to the question
"How do we look to shareholders?"
2. Customer: encourages the identification of measures that answer the
question "How do customers see us?"
3. Internal business processes: encourages the identification of
measures that answer the question "What must we excel at?"
4. Learning and growth: encourages the identification of measures that
answer the question "How can we continue to improve, create value
and innovate?"www.derekhendrikz.com
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Kaplan & Norton's four steps required to design a balanced scorecard...
1. Translating the vision into operational goals;
2. Communicating the vision and link it to individual
performance;
3. Business planning; index setting
4. Feedback and learning, and adjusting the strategy
accordingly.
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Theory Z...
Learning & Growth
Business Processes
Customers Finance
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Models of Scorecard Development…
1. Perspectives used to translate strategic objectives
2. Perspectives used as strategic objectives
3. Perspectives cascaded throughout organisational
departments – each department having a BSC
4. Perspectives cascaded to individual performance –
each employee having a BSC
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Criticism towards the BSC…
1. Generic perspectives distorts focus of organisational purpose and intent
2. Strategy relates to that which an organisation wants to change, thus
translating strategy to action only measures the performance needed for
changing the organisation (mostly +- 20% of what happens within the
organisation)
3. What is weighed by a scorecard – energy or priority?
4. Keeping score and providing feedback on aspects that constitute 20% of
work whilst 80% of work must still be done confuses employees
5. Research indicates that more than 60% of scorecards are abandoned after
development
6. Where no clear link between departmental scorecard and organisational
outputs, the BSC can actually lead to departmental silo functioning
7. Establishment of performance measures are often subjectively determinedwww.derekhendrikz.com
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Organisational Strategy
Perspectives Formulation
Scorecard Development
Performance Measurement
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Purpose of the Balanced Scorecard…
A organisational performance management system designed to quantify the translation of
strategy into action.
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Objective of the BSC…
1. To translate strategic initiatives into quantifiable
action
2. To provide a generic performance framework
3. To create an interdependent map of organisational
functioning
4. To unify organisational energy
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