BALANCED SCORECARD CONCEPTS

CITIZEN Government Govt. Transparency & Health and

Equity Employment
PERSPECTIVE Service Delivery Accountability Education

INTERNAL PROCESS Automation & Program Scenario

Decision Support Policy Coherence
PERSPECTIVE Efficiency Management Planning

LEARNING &
Organizational Change Learning & Promotion Adequate
GROWTH Job Satisfaction Empowerment
Management Opporunities Compensation
PERSPECTIVE

FINANCIAL
Budget Credibility Debt Management Value of Money Taxation Public Investments
PERSPECTIVE
 BALANCED SCORECARD DEFINITION

MISSION
Our organization behavior and HOW we will achieve our VISION

Financial Perspective
Our deliberate organizational action and
what we will do to get our VISION

Our organizational direction

and WHERE we are going
Customer Perspective
STRATEGY

VISION
Performance Milestones

Internal Business Process Perspective

Learning And Growth Perspective

VALUES
Our organizational drivers and WHY we will achieve our VISION
 BALANCED SCORECARD STRATEGIC PLANNING

FINANCE CUSTOMERS PROCESSES POTENTIAL

• Profitability • Customer orientation • Target orientation • Innovation behaviour

• Return on investment • Service culture
• Investment security • Price level
• Portfolio optimizing • Product availability
• Optimization of cost • Service performance
structure • Cost optimization
• Manage business risks • Product quality
• Optimized service level • Reliability
and contract management • Delivery time
• Busines conform
• Integration of value
chains
• Productivity
• Flexibility & stability
• Compliance
• Transparency
• Process maturity
• Process security
• Business understanding
• Target orientation
• Flexibility of employees
• Learning ability
• Quality orientation
• Self management
• Communication
• Talent management
 BALANCED SCORECARD EXAMPLE

“How we maintain our current “How we maintain our learning and

FINANCES LEARNING & GROWTH
financial strategies” growth strategies”

Maintain Reduce Minimize Efficient Innovative Recruit Reduce Open New

OBJECTIV Probability Operating Costs Debt Billings OBJECTIVE
Products Partners Operating Costs Regions
E

TARGETS + 0.05% + 50K 300K red 3 days 3 new 10 new - 18K 4 new TARGETS

CURREN - 0.02% - 35 200K red 4 days 1 new YTD 11 new - 20K 3 new CURREN
T T

Vision, Goals
Strategy
“How we increase our success & “Internal initiatives 7 strategies designed to
CUSTOMER INTERNAL PROCESS
maintain our customer strategies” increase performance”

Retain Fulfill Customer Loyalty Employee Fill Empty

OBJECTIVE High Cast Centralize IT Paperless Office efforts OBJECTIVE
Customers Needs Program Retention FTE’s

TARGETS 4.56/5 340 3/10 27% repeat 3% attr. 0 empty 85% 75% TARGETS

CURREN 4.52/2 337 2.6/10 285 repeat 2.7% attr. 12 empty 82% 77% CURREN
T T
 BALANCED SCORECARD INTEGRATED WITH STRATEGY MAP

Objectives Measures Targets Initiatives

FINANCIAL Profitability

• Net profit increase 7%

• Standardize production
• Operating costs - 6%
Increase Revenue Cutting Cost

CUSTOMER • Customer retention, % 90%

• Mystery shopper
Win-Win Deals Cutting Cost • Customer acquisition, % 10%
program
• Time to market, days 60 days

INTERNAL
• Inventory levels 120% • ISO 9001
Improve IT Service Improve User Experience
• Unplanned downtime 5% • Optimize cycle time

LEARNING
• Employee survey 95% • Skills program
Improve Knowledge Base Develop Competencies
• IT efficiency index 91% • Training program
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