BALANCED SCORECARD FOR INFORMATION TECHNOLOGY EXAMPLE

STRATEGY GOAL OBJECTIVE KEY PERFORMANCE INDICATORS TARGETS

give our customers

what we want to accomplish how we are going to accomplish the goal measure goal
the best IT experience

Allot the budget Show cost savings. Maintain IT cost efficiency Expenses as a % of budget 5% per employee
to support the
FINANCIAL

business goals
and objectives.
Use process value analysis on initiatives. % initiatives with cost savings 80%
Use smart,
transparent Develop staff awareness of costs and benefits
financial of new processes.
interactions. Use CBA to make SMART decisions. % initiatives with cost benefit 60%

Collaborate with Identify customer needs and inefficiencies, and Provide time-sensitive and effective technical
customers to # service calls closed per time to reach 30 per 5 days
STAKEHOLDERS

implement solutions. support.

identify and
understand their
needs and
expectations.
Achieve
satisfaction
through service
and product Build better customer relationships. Ensure software products are stable. # reports of software-specific issues <5 per month
delivery.

Use innovation Provide a reliable IT architecture. % service calls related to architecture <5%
to improve
PROCESSES
INTERNAL

internal Improve process delivery.

processes.
Improve user experience. % improvement on user survey 10% per quarter
Maximize the
resources by
implementing
new strategies. Improve service delivery. Act as a software training and knowledge base. # trainings and information requests 20 per month

Provide quality assurance. # staff per call necessary 1 per call

LEARNING & GROWTH

Achieve a
culture of Prepared and trained workforce
growth and
development to Provide proactive security. # security training staff attending 2 per month
develop our
employees to
improve Analyze user issues. # user groups led 4 per month
employee
engagement and Accomplish goals and finish projects.
satisfaction.
Search out training opportunities. # identified per quarter 5 per quarter