CATEGORIES Mission and Strategy: Define, Clarify, and communicate

UTC RESEARCH FINDINGS 65% Agreed: The findings indicated that overall the general population agreed that they understood strategic intent of the organization and what the organization wanted to achieve through the implantation of the BSC .

BENCHMARK /SUCCESS STORIES Illustrated in the two success stories, it was observed that the mission and strategy of the organization played a pivotal role in the progression of the successful implementation of the BSC . The clear definition of the mission and strategy for both organizations, ensured that the implementation of the BSC was successful. Also critical to the successful implementation was the process of communication throughout the organization, i.e. stakeholders clearly understood the mission and strategy of both organization.

COMMENTS Data from the findings illustrates that employees of the UTC clearly understood the mission and strategy of the organization. As depicted in the success stories of Philips and Aliant the implementation of the BSC , we note that the understanding of the Mission and Strategy is key to the successful implementation of the BSC.

Leadership: Support and commitment of Management to develop and implement. Perception of the Organizaitons Culture: Whether or not the culture was open or closed culture: open, trust, participation, et al. Structure and Processes: Monitor and Review targets at a strategic, departmental, and individual levels. (Quarterly reviews, achievement of milestone) Systems (Policies and Procedures): Alignment of the BSC to performance measurement and incentive system. Management Practice: Role and involvement in the development of

General: 54% Agreed Management: 48% Agreed

45% Disagreed

General

the BSC.