Professional Documents
Culture Documents
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Once the metrics are aligned at all levels, process improvement projects can be identified
Budget must be allocated aligned with the process improvements needed to achieve the strategic goals. This is why it is critical to align the budgeting process with the strategic planning process
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Performance measures are measures that evaluate the efficiency (productivity) and effectiveness (quality) of the organization as a whole
They indicate the organizations performance in areas that affect the continued existence of the company
Performance measures are critical to the improvement process, as any improvement effort should result in an improved bottom-line for the organization
These measures can be collected to show existing performance or improvements in performance
Net income Net income growth Return on investment Actual vs. estimated budget Stock price increase Market share Sales volume Percentage of satisfied customers Annual inventory turnover Total rework or scrap dollars Labor cost per sales dollar Direct vs. indirect labor dollars Overtime cost per sales dollar
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Learning and Growth % of employees trained in process improvement % of employees with survey scores 80% or higher for Morale Process % of processes achieving target Rework or scrap dollars as % of total production Customer % of market share % of very satisfied customer Finance Net income growth Stock as % of revenue
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It is important to focus on the few key items that will ensure the enterprise goals are achieved
Successful firms strive to distill their performance indicators into a small set that closely aligns with the firms strategies. Here are a few key questions to ask:
Do they reinforce the kind of behavior wed like to see, and will that behavior continue to satisfy stakeholders?
Do they reflect what the customer experience is? Do they reflect what our competitors are doing? When was the last time we actually took action based on this metric? Are our metrics simple and clear? Can they be easily understood, explained, and communicated?
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Align your metrics with your key stakeholders metrics Every company is in the business of satisfying its stakeholders, so it would seem academic to assert that your metrics should be aligned with theirs
In this example, a firm chose to improve efficiency by increasing the minimum order size However, the firms key customer was already having trouble meeting the existing minimum order requirements, as they received multiple small orders from their clients Seeing the problem, the firm decided to reduce its minimum order requirements, increasing inventory turns and enhancing the production process for its key client
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Short-term versus long-term (many firms focus to heavily on short-term results, which can jeopardize the enterprise in the long run through a lack of long-range planning) Internal versus external (the portfolio is often overpopulated with internal performance metrics that fail to account for what happens outside the firm, and managers lose their connection to the marketplace or the behavior of competitors)
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It is a management system that enables organizations to clarify their vision and strategy and translate them into action. It provides feedback around both the internal business processes and external outcomes in order to continuously improve strategic performance and results Originated by Drs. Robert Kaplan (Harvard Business School) and David Norton as a performance measurement framework that added strategic non-financial performance measures to traditional financial metrics to give managers and executives a more 'balanced' view of organizational performance The balanced scorecard has evolved from its early use as a simple performance measurement framework to a full strategic planning and management system The new balanced scorecard transforms an organizations strategic plan from an attractive but passive document into the "marching orders" for the organization on a daily basis
www.balancedscorecard.org website, accessed 12 April 2010.
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Financial
To succeed financially, how should we appear to our shareholders?
To satisfy our shareholders and customers, what business processes must we excel at?
Kaplan, R.S. and Norton, D.P., Using the Balanced Scorecard as a Strategic Management System, Harvard Business Review, January-February 1996.
BA 553: Business Process Management 14
Customer
The items for each area of the scorecard can be written into their own tables, to allow for more details to be added The following is an example for the Financial area:
More shareholders worry about our future earnings potential due to drop in TSR and general negative press. All is down to next big announcement indicating new thrust and direction
Slides 15-18: 2GC. (2009). Performance Management & the 3rd Generation Balanced Scorecard . Maidenhead, UK. Retrieved from http://www.2gc.co.uk/resources-presentations.
BA 553: Business Process Management 15
The previous slide showed the original, first generation version of the balanced scorecard The second generation defined strategic objectives, and tied the scorecard areas to each other via a strategy map that showed the cause and effect relationships
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The third generation of the BSC uses the creation of a Destination Statement (vision of the strategic end state) as the starting point for developing strategic objectives, selecting measures, and setting targets
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Develop the Destination Statement (vision of the to be situation if the strategy is achieved) Develop the Strategy Map (strategic objectives and their interrelationships) Establish the measures and targets
Its important to recognize that the balanced scorecard has no role in the formation of strategy However, the BSC effort can be integrated with and developed based upon any strategic planning process, such as Hoshin Planning
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Balanced Scorecard
2. Create destination statement (vision of the future state)
3. Develop strategy map (strategic objectives and their relationships) 6. Develop balanced scorecard