Scribd Logo
Upload

Welcome to Scribd!

  • Azar Zia Competitive Marketing Class, FMS 26 July, 2011

    Uploaded by

    hmk2005
    18 views12 pages
    The document provides an overview of the Balanced Scorecard performance management system developed by Kaplan and Norton. The Balanced Scorecard balances financial and non-financial measures as well as short and long-term measures. It has four perspectives: financial/regulatory, internal processes, customer, and learning and growth. Key performance indicators are identified for each perspective. A strategy map shows the cause-and-effect relationships between the perspectives. Developing a Balanced Scorecard involves defining a vision, critical success factors, strategic goals, key business objectives, and key performance indicators. The Balanced Scorecard is used to achieve strategic objectives, provide quality with fewer resources, eliminate non-value added efforts, align customer priorities, track progress

    Original Description:

    Original Title

    BSC ppt_26.7.11

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The document provides an overview of the Balanced Scorecard performance management system developed by Kaplan and Norton. The Balanced Scorecard balances financial and non-financial measures as well as short and long-term measures. It has four perspectives: financial/regulatory, internal processes, customer, and learning and growth. Key performance indicators are identified for each perspective. A strategy map shows the cause-and-effect relationships between the perspectives. Developing a Balanced Scorecard involves defining a vision, critical success factors, strategic goals, key business objectives, and key performance indicators. The Balanced Scorecard is used to achieve strategic objectives, provide quality with fewer resources, eliminate non-value added efforts, align customer priorities, track progress

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    18 views12 pages

    Azar Zia Competitive Marketing Class, FMS 26 July, 2011

    Uploaded by

    hmk2005
    The document provides an overview of the Balanced Scorecard performance management system developed by Kaplan and Norton. The Balanced Scorecard balances financial and non-financial measures as well as short and long-term measures. It has four perspectives: financial/regulatory, internal processes, customer, and learning and growth. Key performance indicators are identified for each perspective. A strategy map shows the cause-and-effect relationships between the perspectives. Developing a Balanced Scorecard involves defining a vision, critical success factors, strategic goals, key business objectives, and key performance indicators. The Balanced Scorecard is used to achieve strategic objectives, provide quality with fewer resources, eliminate non-value added efforts, align customer priorities, track progress

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 12

    26th July, 2011

    Azar Zia Competitive Marketing Class, FMS

    Overview

    The Balanced Scorecard


    Performance

    Management system Developed by Kaplan & Norton of Harvard Business School in early 90s

    Why Balanced? Balances financial and non-financial measures Balances short and long-term measures Balances performance drivers (leading indicators) with outcome measures (lagging indicators)

    The 4 Perspectives of BSC

    Financial / Regulatory Perspective

    To satisfy our stakeholders, what financial and regulatory objective must we accomplish Possible performance measures
    Cost/Unit
    ROIC EVA

    Unfunded

    requirement of projects Cost of Service Budget Projections and targets

    Internal Processes Perspective

    To satisfy our customers, in which business processes must we excel Possible measures:
    Cycle

    time Completion Rate Employee utilization rate Workload Transactions per employee Errors or Rework

    Customer Perspective : Core Measures


    Market Share

    Customer Acquisition Perceived image

    Customer Value

    Customer Retention

    Perceived quality

    Customer Satisfaction

    Learning & Growth Measurement


    Core Measurements
    Results Employee Retention Employee Satisfaction Employee Productivity

    Enablers
    Staff Competencies Technology Infrastructure Climate

    Strategic Process

    Strategy Map : Cause / Effect Relationship in BSC


    Finance

    EVA
    Customer Loyalty

    Customer

    On-time delivery Process Quality Process Cycle time

    Internal Processes

    Learning and Growth

    Employee Skills

    Developing the Scorecard


    Vision

    CSF's
    Strategic Goals
    Key Business Objectives
    (Business Plans)

    Fin. $$

    Balanced Business Scorecard (BBS)

    Cust.

    Balanced Business Scorecard

    Learning

    Key Performance Indicators (KPI's)

    Process

    Key Business Processes

    Balanced Score Card : 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

    THANK YOU!!

    You might also like