Balanced Score Card

A Balanced Approach to Leading and

Measuring Your Organization
Discussion
• Your Organizations Mission
• Your Role in that Mission
• Your Organizations Goals
• Your Specific Actions to Meet those Goals
• Your Employees Knowledge of Your Mission
and Organizations Goals
• What Exactly are the Employees suppose to
do to Meet the Goals
Why do it?
Improvement
Plan
GOALS

= Programs & Activities

Why do it?
Achievement of
System Performance

GOALS
In an aligned
system ...
… improvement
efforts are integrated
and results-oriented

4
 Standard QA Program
• Components of program
– Critical Criteria
– Facilitator review
– Manager review for operations
– Medical Director review for patient care
– Peer review
What is it?
• The score card measures organizational
performance across four balanced
perspectives:
– Financial
– Customer
– Internal Business Processes
– Learning and Growth
What is it?
The Balanced Scorecard is a tool that:
1. Translates the strategy to operational terms.
2. Aligns the organization to the strategy.
3. Makes strategy everyone’s job.
4. Makes strategy a continual process.
5. Mobilizes change through executive
leadership
What it should do…
• Clarify and translate vision and strategy
• Communicate and link strategic objectives
and measures
• Plan, set, target, and align strategic initiatives
• Enhance strategic feedback and learning
Why do it???
• To achieve strategic objectives.
• To provide quality with fewer resources.
• To eliminate non-value added efforts.
• To align customer priorities and
expectations with the customer.
• To track progress.
• To evaluate process changes.
• To continually improve.
• To increase accountability.
Why do it?
What’s in it for you?
• Forces division to provide direction
• Engages division leadership in unit efforts
• Communicates to staff what is important to you
• Let’s you see the impact of your decisions and
actions
• Allows staff to see the impact of their work
• Allows staff to see how they contribute to the
organization as a whole
• Engages employees in problem solving
• If the customer is satisfied, your life is easier
Where it Started…
• Introduced in 1992, by Robert Kaplan and
David Norton, the Balanced Scorecard is the
most commonly used framework for ensuring
that agencies execute their strategies. Today,
about 70% of the Fortune 1,000 companies
utilize the Balanced Scorecard to help
manage performance.
Some Basic Principles
• Quantifies the Agency Strategy in measurable terms
• Must capture a cause-effect relationship
• Critical Components include:
- Measurements
- Targets
- Initiatives
• Everything must be linked: Goals to Objectives,
Objectives to Measurements, Measurements to
Targets.
How does this fit together?
•Activity Based Costing
•Economic Value Added
•Forecasting
•Benchmarking
Strategic •Market Research
Planning •Best Practices
Mission •Six Sigma
•Statistical Process Control
and
•Reengineering
Vision
•ISO 9000
Balanced •Total Quality Management
Scorecard •Empowerment
•Learning Organization
•Self-Directed Work Teams
•Change Management
The Four Cards
Financial Score Card
• Financial measures serve dual role as
measures as well as overall objective of the
system
• Examples
– Costs
– Revenue
– Expenses
– Budget
– Return on Investment
Customer Score Card
• Customer card allows companies to identify
and measure, explicitly, the value proposition
they will deliver to targeted customer and
market segments
• Examples
– Market share
– Customer Retention, Acquisition, Satisfaction
– Customer profitability
Customer Score Card
• Beyond the Core – Customer Value
– Product / Service Attributes
– Customer Relationship
– Image and Reputation
Internal Business Process
• Processes that are most critical for achieving
customer and shareholder objectives
• Examples
– Sales cycle
– Time of sale to delivery
– Quality measures
– Operational measures
Learning and Growth
• Objectives in the learning and growth score
card enable ambitious objectives in the other
three cards and are the drivers for achieving
excellent outcomes in the first three cards
• Examples
– Employee capabilities
– Information system capabilities
– Motivation, empowerment, and alignment
A look at the system
What’s in a card
• Get down to a set of quantifiable strategic objectives:

Too vague
Improve Customer Service

More precise
Reduce average customer wait times by 30% by
year end
• Make sure your objectives have a direct relationship
to your goals and your goals have a direct
relationship to your mission and values.
 The Four Cards

EMS Balanced Score Card

Financial Score Card
• Examples
– Costs
– Revenue
– Expenses
– Budget
Customer Score Card
• Customer card allows companies to identify
and measure, explicitly, the value proposition
they will deliver to targeted customer and
market segments
• Examples
– Product / Service Attributes
– Customer Satisfaction
– Customer Relationship
– Image and Reputation
Internal Business Process
• Examples
– Unit Hour Utilization
– Response Times
– Quality Measures
– Turn Around Times
– Critical Vehicle Failures
– AR Days
– Medication Errors
– Patient Drops
Learning and Growth
• Examples
– Employee capabilities
– Information system capabilities
– Motivation, empowerment, and alignment
– New Skills
– New Knowledge
– New Responsibilities