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The Balanced Score Card at

ITC Hotels
By
Rushabh Mota
14PGHR52

Introduction to BSC
Innovation: Ties business strategy to
HR strategy
Provides means to translate strategy
into action
Explore the usefulness of strategic
HRM
Customized to needs of organization

ITC Hotels
ITC Maurya Sheraton is a 27 year old in
Delhi
Has 50 hotels spread over 40 odd
destinations
Meets the service and budgetary needs of
business and leisure travellers
4 Brands
ITC Hotels
WelcomHotels
Fortune Hotels & Resorts
WelcomHeritage

BSC & ITC Hotels


ITC Maurya Sheraton considered
objective and subjective terms while
preparing the BSC
The change process is of 3 steps
Maintenance of current competencies
Recombination of new ones with old
ones with focus on learning
Building completely different ones

Implementation Phases
Phase 1: Planning the Measurement
Architecture
Customer Perspective
Financial Perspective
Internal Perspective
Employee Perspective
Social Perspective

Phase 2: The Design Issues


Phase 3: Implementation and Review

Customized BSC and Career Review


Form
For every function there is a separate
customized balanced score card
The Big Five perspectives were
assigned to them as per the nature
of job
Career Review form: Subjective
aspect of a persons performance is
assessed
Encapsulates the Big Five, key
competencies and the feedback in

Effective Results of
Innovation
People Oriented culture: Innovator role
of HR
Hard HRM
Internal Process costs
Outputs
Soft HRM
Developmental Issues
Competency Profiling
Inter-personal relations

Organizational Examples
Major IT companies in USA are
following BSC
Shat - R- Shield Working ON
business
Kenya Red Cross Always There
The Douglas County Government

Thank You