Professional Documents
Culture Documents
Foundation
For
Performance
Measurement A Balanced Scorecard
Balanced
Scorecard
For City & County Services
Institute
Paul Arveson
Balanced Scorecard Institute
www.balancedscorecard.org/
The government’
s missions are
fixed –we cannot change them.
How we do the missions is not
fixed: this is strategy.
Problem: what if there are multiple strategies
being pursued at once?
How will we know if this is happening?
Developed by Kaplan
& Norton at Harvard
1992-95
Inherited ideas from
Deming (TQM), etc.
“ The Balanced
Scorecard”
published 1996
Soon became a
management best
seller
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Learning and
Growth
“To achieve our
vision, how will
we sustain our
ability to From Kaplan & Norton,
The Balanced Scorecard
change and
improve?”
Copyright © 2003 Balanced Scorecard Institute 8
U.S. Foundation
For
Performance
Measurement Both Strategic Performance and
Balanced
Scorecard
Operational Performance must be
Institute
Monitored to Achieve Mission Objectives
Engineer sets
speed, monitors
operational performance
(Are we doing things
things right?)
Captain sets
course, monitors
strategic performance
(are we going the right
direction?)
4. Increased customer
satisfaction will lead to Financial
better financial results.
2. Skilled, empowered
employees will improve Internal Process
The ways they work.
Customer
approval
rating
Each Strategic Initiative
Plan contains:
Cycle •Sponsor
time •Schedule
reduction •Resources
•Budget
% strategic
skills
available
Metrics
Strategic
Plan Operations
Metrics
Plan
Operational Mission
Outputs Outcomes
Budget Activities
Strategic
Strategic Initiatives
Budget
Diagnostic Strategic
Measurements Measurements
Citizens
Taxes
Representatives
Appropriations
Agency
Budgets
“Competitors”
Suppliers Department in Agency
Grants,
Costs
Products,
Support Services
Activities
Mission Activities
Copyright © 2003 Balanced Scorecard Institute
Recipients
15
U.S. Foundation
For
Performance
Measurement What are the Balanced
Balanced
Scorecard
Institute Scorecard’
s Benefits for Local
Governments?
Rework 30%
Raises visibility
of government
activities
Facilitates
feedback
Supports
accountability
Benchmarking Project:
Org. A 1. Identify Process Org. B
2. Establish Partnership
Process 3. Site Visit Process
4. Data Analysis
5. Implementation Plan
Increased Specialization
Sector-based scorecard templates
E. g. Health Care BSC
Department-level scorecard templates
E. g. Human Resources BSC