Organizational Balanced Scorecard

Template

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Organizational Balanced Scorecard Template

All strategy identification initiatives should include the process of developing a balanced
scorecard. The scorecard should be leveraged for the continuing evaluation and
evolution of an e-commerce strategy. As the business strategy changes, the list of
metrics should also be considered for revision in order to ensure compliance with
strategic direction.
The balanced scorecard leverages an OutsideIn approach which focuses on the fact
that upstream processes and activities lead to downstream outcomes and results.
Therefore, targets for upstream measures must be set based on desired downstream
results. Key steps in this process include:

Determine the end result you are trying to achieve

Identify activities and services that must be performed effectively in the eyes of
customers to achieve this end result.

Define appropriate internal (what you do) and external (what the customer
judges) performance measures and identify relevant pairings of these external
and internal measures

Determine strength and form of relationship between each pair

Define targets for internal measures based on performance required to achieve

target on external measure.

A sample balanced scorecard template with major categories for each organizational
dimension (perspective) is provided below: (Modify the categories to align with the needs
of your organization.)

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Organizational Balanced Scorecard Template

Perspective

Category

BusinessStrategy

Operational
Effectiveness

Organizational
Agility

Customer
Satisfaction

Innovation

LearningCulture

Technology
Enablement

2007 gantthead.com

Metric

Goal

CompetitiveStrategy

Indicator/
Objective

Danger
Zone

OrganizationalStrategy

TechnologyStrategy

CostManagement

TimeUtilization

QualityImprovement

RethinkingStrategy

RedesigningStructure

ReengineeringProcesses

CustomerResponsiveness

CustomizingValue

RelationshipBuilding

Product/Service
Development
LeveragingBusiness
Intelligence
EmployeeTeamwork

CompetenceDevelopment

KnowledgeCreation

TechnicalInfrastructure

EnterpriseScalability

ContinualEvolution