City of Charlotte

Around 800,000 of people live and work in Charlotte, NC, which is one of the 25 largest cities in
the United States and North Carolina (Charlotte, NC, n.d., para 1-2).

The mission statement of the City of Charlotte is ‘to ensure the delivery of quality public
services and to promote the safety, health and quality of life of its citizens’ (City manager,
Charlotte).

The vision statement of the City of Charlotte is ‘Charlotte is America’s Queen City, opening her
arms to a diverse and inclusive community of residents, businesses, and visitors alike; a safe
family-oriented city where people work together to help everyone thrive’ (City manager,
Charlotte).

In order to provide a more balanced view of an organization's performance, traditional balanced

scorecards, which are delivered for profit institutions, incorporate strategic non-financial
measures in addition to traditional financial metrics.

Since all objectives in the remaining three perspectives aim to improve a customer's financial
situation, the traditional balanced scorecard's strategy map places the most emphasis on the
financial perspective because for-profit businesses are the primary target audience.

Balanced Scorecard
Objectives and measure
Perspective [Economic Development | Environment | Community Safety
| Housing and Neighborhood Development | Transportation
and Planning
Financial Economic Development: Expand long term financial goals,
help the expansion of small organizations and raise revenue
from hospitality taxes

Environment: Upgrade the use of energy in city convenience

Community Safety: Offer services that are quick and productive

Housing and Neighborhood Development: Maintain the current

rate of the property taxes as it is and build up programs to grow
neighbourhoods

Transportation and Planning: Make the most of public

transportations and provide maintenance for public roads such
as highways and neighbourhoods roads.
 Process Economic Development: Build new houses in the communities

Environment: Make use of the public and private agreements to

grow trees and minimize the run of liquid excess

Community Safety: Improve emergency preparedness, carry

out inspections of the fire code that are required by the state,
and offer regular assistance

Housing and Neighborhood Development: Enforce the law and

build economic (low cost) houses

Transportation and Planning: Expand sidewalks and bike lanes,

finish transportation maintenance on the time required.

Customer (Citizens of Economic Development: Earn an employment in the health care

Charlotte City) department and in the travel/tourism department

Environment: Decrease the use of rubbish and deliver a very

well clean drinking water for the citizens

Community Safety: Decrease thefts to public safety, and

minimize crime and assaults

Housing and Neighborhood Development: Generate an

energetic and healthy community and deliver/build economical
housing

Transportation and Planning: Provide a variety of options for

getting around

Learning and Growth Economic Development: Create a workforce that is diverse and
proficient in their work

Environment: Educate residents about effective community

planning on how to use energy in their workplace and at home

Community Safety: Deliver programs and educate students at

school about fire safety

Housing and Neighborhood Development Youth living in poor

neighborhoods should be offered opportunities for
improvement, knowledge and learning.

Transportation and Planning: Give the advantage of public

transportation for the public education