The balanced scorecard (BSC) approach to quality management is an approach in which the organization views their quality program from many different points of view. “Operative goals are reflected in what management attends to, controls, and measures. The idea that the structure of most accounting and control systems may be inhibiting competitiveness is slowly gaining currency in the U.S. business community.” (Kaplan 1988) The metrics that are usually measured are: • Financial: Improving the profitability
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MANAGING FOR THE LONG TERM | BEST OF HBR | January–February 1996 Using the Balanced Scorecard as a Strategic Management System Editor’s Note: In 1992, Robert S. Kaplan and David P. Norton’s concept of the balanced scorecard revolutionized conventional thinking about performance metrics. By going beyond traditional measures of financial performance, the concept has given a generation of managers a better understanding of how their companies are really doing. These nonfinancial metrics
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Electric Utility, Inc. – Balanced Scorecard Example Objectives Measures (D=Drivers) FY01 Customer Financial •Maximize returns •Profitable growth •Leverage asset base •Manage operating costs •Industry leading customer loyalty •ROCE •Revenue growth •Asset utilization rate •Operating costs / customer •Customer Satisfaction Rating 14% 6% 80% $150 80% Targets FY02 14.5% 8% 85% $140 85% Initiatives FY03 15% 12% 90% $125 90% •Customer loyalty program Business Growth •Capitalize on deregulation
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hospital, outpatient services, and nursing homes. This causes challenges for hospital executives to align the organizational strategies and main principles with performance measurement and management indicators within all areas of service. The balanced scorecard (BSC) is an option for hospitals to measure not only a company’s financial performance but how the company is satisfying its customers and employees. The BSC is designed to manage strategy not tactics (Kocakulah 2007). As of the year 2000, only
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Linking the balanced scorecard to strategy 1. Managers need to operate multiple measurements of business-unit performance 2. BSC * Most of non-financial measures have limitations (e.g. customer satisfaction, employee attitude) a. Only report how worked in the past, but no guidance on how to operate in the future. b. Measures are genetic, irrelevant to specific strategy objects * Measures on a BSC should be derived from the business-unit’s unique strategy (translate the vision
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Business Model and Strategic Plan Part III: Balanced Scorecard and Communication Plan Business Model and Strategic Plan Part III: Balanced Scorecard and Communication Plan The balanced scorecard is vital for a healthy growing business. It is an essential component for defining the goals and targets of the business. "The Balanced Scorecard is a tool that is widely used to help a company achieve its financial objectives by linking them to specific strategic objectives derived from
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Introduction TNT is the market leader in the provision of business-to-business (B2B) express delivery services. It delivers documents, parcels and freight securely between businesses, using road or air transport. Ken Thomas founded TNT in Australia in 1946 with a single truck. It became Thomas Nationwide Transport (TNT) in 1958 and TNT Express Services UK in 1978. Today TNT is a global company and serves customers in over 200 countries around the world, employing 10,000 people in the UK. TNT has
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continue to improve and create value? How do we look to shareholders? The Balanced Scorecard is a set of measures that gives top management a fast but comprehensive view of the business. It details both financial and operational measures by focusing on four parameters: Innovation and Learning Perspective, Internal Business Perspective, Customer Perspective, and Financial Perspective. By adopting the Balanced Scorecard, Chadwick, Inc. will create a report that includes financial measures of results
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organisational goals. Performance measurement may sound simple, but is often a complicated process that requires deep strategic thinking and assessment. Performance measurement systems (PMS), such as Kaplan and Norton’s (1992, 1996a) Balanced Scorecard, focus on organisational performance and, although the impacts of these systems on organisational performance is a much debated question, they may be considered as a means of reaching performance objectives, thus the interest in these systems and
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Final Strategic Plan BUS/475 July 30, 2012 The second part of the proposed athletic apparel company will consist of a SWOTT analysis. SWOTT is an acronym for strengths, weaknesses, opportunities, threats and trends. One of the strengths for JC's athletic apparel is location, location, location. South Texas, particularly Corpus Christi Texas, is currently a hot bed for all kinds of sports and prospective customers are all over the place. Customers range from
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