Balanced scorecard strategy for dummies:
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Hoboken, NJ
Wiley
2007
|
| Series: | For dummies
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVIII, 362 S. Ill., graph. Darst. |
| ISBN: | 9780470133972 |
Staff View
MARC
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| 245 | 1 | 0 | |a Balanced scorecard strategy for dummies |c by Chuck Hannabarger, Rick Buchman, and Peter Economy |
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| 650 | 4 | |a Organizational effectiveness |x Measurement | |
| 650 | 4 | |a Performance |x Measurement | |
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Record in the Search Index
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|---|---|
| adam_text | Contents at a Glance
Introduction................................................................. 7
Part 1: The ABC s of Balanced Scorecard........................ 7
Chapter 1: Goals, Scores, and the Balanced Scorecard.................................................9
Chapter 2: Building and Balancing Scorecard Strategies............................................31
Chapter 3: Planning For the Balanced Scorecard.........................................................49
Chapter 4: Putting Your Balanced Scorecard into Action...........................................61
Part 11: The Customer — The Critical Lea.....................73
Chapter 5: Understanding Your Role with Customers.................................................75
Chapter 6: Creating a Customer Scorecard...................................................................89
Chapter 7: Building the Customer Leg Dashboard.....................................................Ill
Part 111: Financial Measurement —
The Foundation Lea...................................................125
Chapter 8: Understanding Your Role in Financial Measurement.............................127
Chapter 9: Building the Financial Leg Scorecard.......................................................149
Chapter 10: Building the Financial Leg Dashboard....................................................177
Part IV: Internal Business Processes —
The Value-Creation Leq.............................................197
Chapter 11: Understanding Your Role in Internal Business Processes...................199
Chapter 12: Building the Internal Business Process Scorecard...............................229
Chapter 13: Building Dashboards for Internal Business Processes.........................243
Part V: Knowledge, Education, and Growth —
The Learning Leq......................................................255
Chapter 14: Understanding Your Role in Learning and Growth...............................257
Chapter 15: Creating the Knowledge, Education, and Growth Scorecard...............285
Chapter 16: Creating The Knowledge, Education, and Growth Dashboard............305
Part VI: The Part of Tens...........................................321
Chapter 17: Ten Tips for Balanced Scorecard Success.............................................323
Chapter 18: Ten Biggest Scorecard Mistakes to Avoid..............................................331
Chapter 19: Ten Tips for Overcoming Barriers..........................................................339
Index.......................................................................3b5
Table of Contents
fe» tr
Introduction................................................................../
About This Book...............................................................................................2
Conventions Used in This Book.....................................................................2
What You re Not to Read.................................................................................3
Foolish Assumptions.......................................................................................3
How This Book Is Organized...........................................................................3
Part I: The ABC s of Balanced Scorecard.............................................3
Part II: The Customer — The Critical Leg...........................................4
Part III: Financial Measurement — The Foundation Leg...................4
Part IV: Internal Business Processes — The Value Creation Leg.....4
Part V: Knowledge, Education, and Growth — the Learning Leg.....4
Part VI: The Part of Tens.......................................................................5
Icons Used in This Book..................................................................................5
Where to Go from Here....................................................................................5
Part 1: The ABC s of Balanced Scorecard.........................7
Chapter 1: Goals, Scores, and the Balanced Scorecard ............9
Getting Familiar with Balanced Scorecard..................................................10
Just what is Balanced Scorecard, anyway?.......................................10
Leaning on the four legs of the scorecard.........................................10
Achieving Organizational Balance...............................................................11
Analyzing Your Customers: Critical Leg......................................................12
Knowing who you sell to.....................................................................12
Focusing on future customers............................................................13
Considering your internal customers................................................14
Following the Money: Foundation Leg........................................................14
Measuring your financial health.........................................................15
Common mistakes made in finance...................................................17
Tracking Your Internal Business Processes: Value-Creation Leg.............18
Assessing the current state of your business...................................18
Installing effective measures for tracking processes.......................19
Anticipating your business s future state.........................................20
The top five process-tracking problems............................................20
Managing Company-wide Knowledge, Education,
and Growth: Learning Leg........................................................................21
Understanding the importance of taking care of your own............22
Measuring knowledge, education, and growth.................................23
Staying on the right course in the fourth leg of the scorecard......25
Balanced Scorecard Strategy For Dummies
Using Dashboards to Apply Balanced Scorecards to Your Business......25
Market, environmental, and technology considerations
for your dashboards.........................................................................27
Reviewing strategy, operational, and tactical scorecards
and dashboards................................................................................28
Chapter 2: Building and Balancing Scorecard Strategies..........31
Understanding How the Four Legs Interact and Link to Strategies.........32
Putting strategies in the driver s seat................................................32
Focusing resources on your strategies..............................................33
Borrowing from Other Companies Success...............................................34
Translating strategies into operational terms..................................35
Aligning your organization to the strategies.....................................36
Making strategies everyone s daily job.............................................36
Turning strategic deployment into a continual process.................36
Mobilizing change through your executive leadership team.........37
Developing Your Strategy Map: A Balancing Act.......................................38
Doing your mapping homework.........................................................38
Drafting the strategy map...................................................................39
Ensuring a Balanced Scorecard (And What to Do When Yours Isn t).....40
Adapting to Changes in Your Markets or Business....................................43
Spotlighting external influences and their effect
on your business...............................................................................43
Recognizing early warning signals.....................................................47
Balancing in today s environment — a moving platform................48
Chapter 3: Planning For the Balanced Scorecard.................49
Getting Your Planning in Order....................................................................49
Planning Your Work and Working Your Plan...............................................51
Planning for the resources you will need..........................................51
Garnering support from management and others...........................52
Building the Foundation and the Structure of a Scorecard......................53
Stacking the building blocks for implementing a scorecard...........54
Adding flexibility so you can adjust a scorecard for effectiveness....55
Contingency planning methods.........................................................57
Adding the Final Touches..............................................................................58
Taking care of the details....................................................................58
Ensuring that your scorecard is fireproof.........................................59
Performing a final inspection..............................................................59
Chapter 4: Putting Your Balanced Scorecard into Action..........61
Deciding When to Launch Your Balanced Scorecard................................61
The Scorecard passed the pilot, and everyone knows it!...............61
The Scorecard is seen as genuinely adding value............................62
Sustaining the Balanced Scorecard.............................................................62
Promoting the scorecard concept......................................................63
Making scorecard the talk of the town..............................................64
Cooking up the best time to launch...................................................66
Table of Contents
Mastering the Art of Communicating Your Balanced Scorecards...........66
The view from the top: Senior executives.........................................67
Surviving scorecards as a middle manager......................................68
Spreading the word from the front line.............................................69
Avoiding communication pitfalls........................................................70
Part 11: The Customer— The Critical Leg......................73
Chapter 5: Understanding Your Role with Customers..............75
Five Things You Must Know about Customers..........................................76
Not all customers are created equal..................................................76
Customers can go away.......................................................................77
You must master the art of customer service..................................78
Customers watch you closely.............................................................79
Do right by your customer.................................................................79
Using Customer Info to Keep Your Customers Happy..............................80
Gathering info about your customers satisfaction levels..............80
Being proactive to find out what your customers desire................82
Walking miles (and miles) in your customers shoes......................84
Setting customer-based strategic measures.....................................84
Linking Customer Measures to Your Strategies, Policies, and Plans.......85
Developing customer strategies.........................................................85
Creating customer plans and tactics.................................................86
Taking action when your customers don t get what they want.....86
Following Up With Your Customers for Adjustments................................87
Chapter 6: Creating a Customer Scorecard ......................89
Zeroing In on the Right Customer Measures..............................................90
Weeding out the wrong measures......................................................91
Discovering customer measures that matter ..................................91
Understanding customer loyalty........................................................92
Taking customer measurements........................................................94
Getting Dependable Data..............................................................................96
Hocus, pocus — the focus group.......................................................97
Asking all the wrong questions...........................................................98
Keeping data charts simple................................................................99
Avoiding Interpretation Pitfalls..................................................................100
Drawing wrong conclusions..............................................................100
Communicating timely with your customers.................................102
Reading between the lines................................................................102
Building the Customer Scorecard..............................................................103
Strategic-level scorecards.................................................................103
Operational-level scorecards............................................................105
Tactical-level scorecards...................................................................106
Analyzing a Scorecard and Determining a Course of Action..................107
Knowing which way to go.................................................................107
Making sure you stay on course.......................................................109
Balanced Scorecard Strategy For Dummies
Chapter 7: Building the Customer Leg Dashboard................111
Customer Dashboard Fundamentals.........................................................112
Dashboard basics...............................................................................112
Determining ownership and responsibility....................................113
Taking appropriate action: Who, when and how...........................114
Building the Customer Dashboard............................................................115
Keeping-it-simple-style dashboards (KISS).....................................115
High-end dashboards with all the fluff.............................................116
Just-in-time versus just-too-late dashboards..................................118
Tracking and Analyzing the Customer Dashboard..................................120
Figuring out who needs to know......................................................121
Updating the customer dashboard..................................................122
Drilling down to root causes.............................................................123
Part HI: Financial Measurement —
The Foundation Leq................................................... 125
Chapter 8: Understanding Your Role in Financial Measurement .. .127
Five Things You Must Know About Financial Measurement..................128
Your financial measures must be accurate
and highly dependable...................................................................128
Your financial measures must truly reflect
the value of your business.............................................................129
Your financial measures must cascade easily
from top to bottom.........................................................................131
Your financial measures must be easy to use and explain...........132
Your financial measures must adhere to current regulatory
and tax laws.....................................................................................134
Finding The Financial Data Gold Mines.....................................................135
Scratching the surface of a goldmine..............................................135
Knowing your business equals leveraging your financial data ....135
Using key measures to gain a significant competitive edge.........136
Turning difficulties to your advantage............................................137
Measuring and Interpreting with Accuracy..............................................139
Making sure the right people do your measuring..........................140
Using consistent and dependable measures..................................141
Avoiding measurement pitfalls.........................................................141
Turning Numbers into Information............................................................142
Examining reporting pitfalls..............................................................142
Showing financial info simply...........................................................143
Linking Financial Measurements To Strategies, Plans And Tactics.......144
Financial measurement is dependant on strategic focus..............145
What you do depends on what you want........................................145
Using Failure Mode Effects Analysis (FMEA) to assess risk........146
Table of Contents
Chapter 9: Building the Financial Leg Scorecard................149
Key Aspects of Financial Measures............................................................150
Focusing on the right things.............................................................150
The WIIFM (What s in it for me?) station everyone tunes into ....151
Timeliness is your competitive edge...............................................152
Financial Measures That Matter.................................................................152
Key questions help you see what to measure................................153
Selecting key performance indicators (KPIs).................................155
Tips for finding key measures...........................................................155
How measures differ..........................................................................156
Ensure competitive success by revisiting measurement..............158
Creating The Financial Scorecard..............................................................159
Select either a strategic, operational, or tactical level..................159
Customizing your financial measures, and how to score them ...160
Examining examples..........................................................................162
A word or two (or three) about information management...........166
Interpreting Financial Measures for Balanced Scorecards.....................168
Understanding scorecard financial measures,
and what they tell you....................................................................168
Pointing toward additional information and insight......................170
Structures for decision making from scorecard
financial measure............................................................................171
Understanding the Essence of Accuracy..................................................173
Oh no, the numbers are wrong!........................................................174
The right numbers, the wrong analysis...........................................174
Tracking the numbers by automatic pilot.......................................175
Chapter 10: Building the Financial Leg Dashboard...............177
The Basics of Financial Dashboards..........................................................177
Determining ownership and responsibility of the financials........178
An emphasis on real-time measurement and response.................179
Taking appropriate action: Who, when, and how..........................180
Creating Financial Dashboards That Have Impact...................................181
Keep it simple, complete, and effective!..........................................182
Types of dashboards..........................................................................183
Some examples of dashboards that work!......................................186
Enabling response and adjustment agility and flexibility.............189
Avoiding Pitfalls While Designing Dashboards.........................................190
Selecting the wrong measures..........................................................190
Organizing goals and objectives poorly..........................................191
Having the wrong number of financial measures...........................191
Thinking in the short-term thinking................................................191
Understanding Your Financial Dashboard................................................192
Make it part of your daily work........................................................193
So what does it mean, and how will I know what to do next?......194
Follow through — it s what s for breakfast.....................................196
Balanced Scorecard Strategy For Dummies
Part IV: Internal Business Processes —
The Value-Creation Ley.............................................. 197
Chapter 11: Understanding Your Role in Internal
Business Processes.........................................199
Five Things You Must Know about Internal Business Processes...........200
Waste abounds in your processes....................................................200
Many process measures don t link to the customer......................202
Your measurement system is probably broken..............................202
Process workers are under-utilized and unappreciated...............203
Technology isn t always the right answer.......................................204
Creating Value...............................................................................................205
Looking at your value streams current state.................................205
Where you want to be when: The future state...............................206
You Get What You Reward..........................................................................207
Sending mixed messages..................................................................207
Old rewards do not create new behaviors.....................................208
Rewards that matter..........................................................................209
Building-ln Continuous Improvement........................................................210
Process improvement in a nutshell..................................................211
Determining, what, when, and where to measure..........................211
How to measure your performance.................................................213
Acceptance and ownership means getting everyone involved....213
Pitfalls to Continuous Improvement.........................................................215
Implementing continuous improvement.........................................215
Identifying core processes and outsourcing...................................217
Technology isn t always the answer................................................218
The Weakest Links in Internal Business Processes.................................219
The problem with integrating strategies, plans, and tactics........220
Systems thinking and internal business processes.......................222
It s a people thing...............................................................................224
Tying Internal Processes to Your Strategies, Plans, and Tactics...........226
Playing catchball: The art and science of deployment.................226
Developing your process strategies, plans, and tactics................227
Chapter 12: Building the Internal Business Process Scorecard .. 223
Finding the Right Measures for Internal Business Processes.................230
Identifying the critical few measures...............................................230
The Input-Process-Output diagram: Your best friend....................232
Waste, scrap, and other bad things.................................................233
Where s the variation?.......................................................................234
Building Scorecards for Internal Business Processes.............................235
Strategic level scorecards.................................................................235
Operational level scorecards............................................................236
Tactical level scorecards...................................................................236
Table of Contents
Making Process Decisions That Give Competitive Advantage...............239
Involving the right people in process decisions............................239
Staying ahead of the competition: Tools that help........................240
Common mistakes made with internal business
process scorecards.........................................................................241
Chapter 13: Building Dashboards for Internal
Business Processes .........................................243
Understanding Internal Business Process Dashboards..........................244
The what and why of internal process dashboards.......................244
Getting to real-time data and information.......................................246
Drilling down to get the gold............................................................247
Creating Your Internal Business Process Dashboards............................248
Who should be involved with your dashboards and how............248
Making sure you re hitting the right targets...................................250
Ten common mistakes with business process dashboards.........251
What Your Internal Business Process Dashboard is Telling You...........251
Analyzing your dashboards..............................................................252
What to do if you re not getting there.............................................253
Five common mistakes made in business process
dashboard analysis.........................................................................254
Part (/: Knowledge, Education, and Groutth —
The Learning Leg.......................................................255
Chapter 14: Understanding Your Role in Learning and Growth ___257
Getting Schooled on Knowledge, Education, and Growth......................258
Putting your finger on the elements of productivity.....................258
Understanding how information flows ...........................................260
Examining leadership style and culture.........................................261
Identifying and filling competency needs.......................................262
Aligning your employees organization............................................263
Have a Clear Direction for the Future........................................................264
Growing means changing: the concern of complacency...............265
Getting clarity from learning and growth chaos.............................266
Having a plan for growth and development....................................267
Knowing and Understanding Liabilities ...................................................269
Turning liabilities into assets, weaknesses into strengths...........270
The dangers of shortcutting training for growth...........................272
Inventorying Knowledge, Skills, and Abilities..........................................273
Your company s wish list: Defining what you need.......................274
Step away from the office! Getting to know your people..............275
Mind the gaps: Determining knowledge
and skill gaps and filling them.......................................................277
Linking Your Strategies, Operations, and Tactics
for Learning and Growth.........................................................................280
Balanced Scorecard Strategy For Dummies
Balancing at the strategic level for organizational
knowledge and growth...................................................................281
Having an operational focus for the future.....................................282
Acting tactically for growth, capability improvement,
and retention...................................................................................283
Chapter 15: Creating the Knowledge, Education,
and Growth Scorecard.......................................285
Finding The Right Measures For Knowledge, Education And Growth.....286
Determine key growth goals for the future.....................................286
Identifying operational goals, measurements for growth.............287
Indicators at the action level............................................................288
Constructing The Knowledge Management Growth Scorecard.............291
Aligning key growth measurements, for strategies
and their impact..............................................................................291
Determining trie right measures for today and tomorrow............292
Always reassess and adjust, per market changes as well.............293
Some examples of growth and development scorecards..............294
Determining What Your Scorecard Is Telling You....................................300
How to read your future....................................................................301
Adjusting when it s not what you want...........................................302
Some mistakes to avoid in interpretation.......................................303
Chapter 16: Creating The Knowledge, Education,
and Growth Dashboard.......................................305
Requirements For Knowledge, Education, and Growth Dashboards ....306
Translating growth goals into meaningful daily measures...........306
Selecting key short- and long-term measures.................................307
Wait! It s time to do a sanity check!..................................................308
Creating Dashboards That Increase Knowledge Management...............309
Formulating the structure of your growth dashboard for action ...309
Setting up feedback systems............................................................311
Using the dashboard to achieve greater potential.........................311
Analyzing Your Knowledge, Education And Growth Dashboard...........312
How to use the growth dashboard to make adjustments
to scorecard balance......................................................................313
What your dashboard is telling you as you work
toward achieving your future........................................................314
The importance — and the risks — of being truthful...................315
Understanding the Pitfalls of Analysis......................................................316
Performance results alone do not a benchmark make..................317
Comparing apples and elephants: best practices where?............318
Beware of cookbook approaches and case studies.......................319
Table of Contents
Part V : The Part of Tens............................................321
Chapter 17: Ten Tips for Balanced Scorecard Success...........323
Establish (and Remember) Where Your Company is Headed................323
Understand and Stay Current with What Your Customers Want...........324
Define Your Scorecard and Dashboard Roles and Responsibilities......325
Charter Effective Steering Committees.....................................................325
Establish and Maintain Accountability.....................................................326
Link Your Scorecards and Dashboards to Your Strategies,
Goals, and Objectives..............................................................................326
Communicate Your Personalized Four-Legs Approach to Everyone ....327
Use Feedback and Feed-Forward Loops...................................................327
Plan and Execute Your Balanced Scorecards Relentlessly.....................328
Synergize Your Scorecards for Competitive Advantage
and New-Market Entrance.......................................................................329
Chapter 18: Ten Biggest Scorecard Mistakes to Avoid ...........331
Cherry Picking..............................................................................................331
Following Case Studies Too Closely..........................................................332
Delegating Responsibility without Authority...........................................333
Ignoring the Soft Stuff..................................................................................333
Focusing Too Much on the Tools...............................................................335
Overanalyzing...............................................................................................335
Not Dealing with Key Detractors................................................................336
Sending Mixed Messages.............................................................................337
Exaggerating the Returns............................................................................337
Ignoring the Customer.................................................................................338
Chapter 19: Ten Tips for Overcoming Barriers...................339
Empower Your Employees..........................................................................339
Be Flexible.....................................................................................................341
Apply Psychology........................................................................................341
Identify and Use Influential People............................................................342
Limit the Use of Force..................................................................................342
Don t Shoot the Messenger; Make Everyone the Messenger.................342
Implement Stage-Gate Reviews..................................................................343
Reward, Recognize, and Celebrate Success..............................................343
Communicate, Communicate, Communicate
(And Don t Forget to Talk).......................................................................344
Provide Structure for Coaching, Mentoring,
and Learning from Mistakes....................................................................344
Index........................................................................
|
| adam_txt |
Contents at a Glance
Introduction. 7
Part 1: The ABC's of Balanced Scorecard. 7
Chapter 1: Goals, Scores, and the Balanced Scorecard.9
Chapter 2: Building and Balancing Scorecard Strategies.31
Chapter 3: Planning For the Balanced Scorecard.49
Chapter 4: Putting Your Balanced Scorecard into Action.61
Part 11: The Customer — The Critical Lea.73
Chapter 5: Understanding Your Role with Customers.75
Chapter 6: Creating a Customer Scorecard.89
Chapter 7: Building the Customer Leg Dashboard.Ill
Part 111: Financial Measurement —
The Foundation Lea.125
Chapter 8: Understanding Your Role in Financial Measurement.127
Chapter 9: Building the Financial Leg Scorecard.149
Chapter 10: Building the Financial Leg Dashboard.177
Part IV: Internal Business Processes —
The Value-Creation Leq.197
Chapter 11: Understanding Your Role in Internal Business Processes.199
Chapter 12: Building the Internal Business Process Scorecard.229
Chapter 13: Building Dashboards for Internal Business Processes.243
Part V: Knowledge, Education, and Growth —
The Learning Leq.255
Chapter 14: Understanding Your Role in Learning and Growth.257
Chapter 15: Creating the Knowledge, Education, and Growth Scorecard.285
Chapter 16: Creating The Knowledge, Education, and Growth Dashboard.305
Part VI: The Part of Tens.321
Chapter 17: Ten Tips for Balanced Scorecard Success.323
Chapter 18: Ten Biggest Scorecard Mistakes to Avoid.331
Chapter 19: Ten Tips for Overcoming Barriers.339
Index.3b5
Table of Contents
fe» tr
Introduction./
About This Book.2
Conventions Used in This Book.2
What You're Not to Read.3
Foolish Assumptions.3
How This Book Is Organized.3
Part I: The ABC's of Balanced Scorecard.3
Part II: The Customer — The Critical Leg.4
Part III: Financial Measurement — The Foundation Leg.4
Part IV: Internal Business Processes — The Value Creation Leg.4
Part V: Knowledge, Education, and Growth — the Learning Leg.4
Part VI: The Part of Tens.5
Icons Used in This Book.5
Where to Go from Here.5
Part 1: The ABC's of Balanced Scorecard.7
Chapter 1: Goals, Scores, and the Balanced Scorecard .9
Getting Familiar with Balanced Scorecard.10
Just what is Balanced Scorecard, anyway?.10
Leaning on the four legs of the scorecard.10
Achieving Organizational Balance.11
Analyzing Your Customers: Critical Leg.12
Knowing who you sell to.12
Focusing on future customers.13
Considering your internal customers.14
Following the Money: Foundation Leg.14
Measuring your financial health.15
Common mistakes made in finance.17
Tracking Your Internal Business Processes: Value-Creation Leg.18
Assessing the current state of your business.18
Installing effective measures for tracking processes.19
Anticipating your business's future state.20
The top five process-tracking problems.20
Managing Company-wide Knowledge, Education,
and Growth: Learning Leg.21
Understanding the importance of taking care of your own.22
Measuring knowledge, education, and growth.23
Staying on the right course in the fourth leg of the scorecard.25
Balanced Scorecard Strategy For Dummies
Using Dashboards to Apply Balanced Scorecards to Your Business.25
Market, environmental, and technology considerations
for your dashboards.27
Reviewing strategy, operational, and tactical scorecards
and dashboards.28
Chapter 2: Building and Balancing Scorecard Strategies.31
Understanding How the Four Legs Interact and Link to Strategies.32
Putting strategies in the driver's seat.32
Focusing resources on your strategies.33
Borrowing from Other Companies' Success.34
Translating strategies into operational terms.35
Aligning your organization to the strategies.36
Making strategies everyone's daily job.36
Turning strategic deployment into a continual process.36
Mobilizing change through your executive leadership team.37
Developing Your Strategy Map: A Balancing Act.38
Doing your mapping homework.38
Drafting the strategy map.39
Ensuring a Balanced Scorecard (And What to Do When Yours Isn't).40
Adapting to Changes in Your Markets or Business.43
Spotlighting external influences and their effect
on your business.43
Recognizing early warning signals.47
Balancing in today's environment — a moving platform.48
Chapter 3: Planning For the Balanced Scorecard.49
Getting Your Planning in Order.49
Planning Your Work and Working Your Plan.51
Planning for the resources you will need.51
Garnering support from management and others.52
Building the Foundation and the Structure of a Scorecard.53
Stacking the building blocks for implementing a scorecard.54
Adding flexibility so you can adjust a scorecard for effectiveness.55
Contingency planning methods.57
Adding the Final Touches.58
Taking care of the details.58
Ensuring that your scorecard is fireproof.59
Performing a final inspection.59
Chapter 4: Putting Your Balanced Scorecard into Action.61
Deciding When to Launch Your Balanced Scorecard.61
The Scorecard passed the pilot, and everyone knows it!.61
The Scorecard is seen as genuinely adding value.62
Sustaining the Balanced Scorecard.62
Promoting the scorecard concept.63
Making scorecard the talk of the town.64
Cooking up the best time to launch.66
Table of Contents
Mastering the Art of Communicating Your Balanced Scorecards.66
The view from the top: Senior executives.67
Surviving scorecards as a middle manager.68
Spreading the word from the front line.69
Avoiding communication pitfalls.70
Part 11: The Customer— The Critical Leg.73
Chapter 5: Understanding Your Role with Customers.75
Five Things You Must Know about Customers.76
Not all customers are created equal.76
Customers can go away.77
You must master the art of customer service.78
Customers watch you closely.79
Do right by your customer.79
Using Customer Info to Keep Your Customers Happy.80
Gathering info about your customers' satisfaction levels.80
Being proactive to find out what your customers desire.82
Walking miles (and miles) in your customers' shoes.84
Setting customer-based strategic measures.84
Linking Customer Measures to Your Strategies, Policies, and Plans.85
Developing customer strategies.85
Creating customer plans and tactics.86
Taking action when your customers don't get what they want.86
Following Up With Your Customers for Adjustments.87
Chapter 6: Creating a Customer Scorecard .89
Zeroing In on the Right Customer Measures.90
Weeding out the wrong measures.91
Discovering customer measures that matter .91
Understanding customer loyalty.92
Taking customer measurements.94
Getting Dependable Data.96
Hocus, pocus — the focus group.97
Asking all the wrong questions.98
Keeping data charts simple.99
Avoiding Interpretation Pitfalls.100
Drawing wrong conclusions.100
Communicating timely with your customers.102
Reading between the lines.102
Building the Customer Scorecard.103
Strategic-level scorecards.103
Operational-level scorecards.105
Tactical-level scorecards.106
Analyzing a Scorecard and Determining a Course of Action.107
Knowing which way to go.107
Making sure you stay on course.109
Balanced Scorecard Strategy For Dummies
Chapter 7: Building the Customer Leg Dashboard.111
Customer Dashboard Fundamentals.112
Dashboard basics.112
Determining ownership and responsibility.113
Taking appropriate action: Who, when and how.114
Building the Customer Dashboard.115
Keeping-it-simple-style dashboards (KISS).115
High-end dashboards with all the fluff.116
Just-in-time versus just-too-late dashboards.118
Tracking and Analyzing the Customer Dashboard.120
Figuring out who needs to know.121
Updating the customer dashboard.122
Drilling down to root causes.123
Part HI: Financial Measurement —
The Foundation Leq. 125
Chapter 8: Understanding Your Role in Financial Measurement . .127
Five Things You Must Know About Financial Measurement.128
Your financial measures must be accurate
and highly dependable.128
Your financial measures must truly reflect
the value of your business.129
Your financial measures must cascade easily
from top to bottom.131
Your financial measures must be easy to use and explain.132
Your financial measures must adhere to current regulatory
and tax laws.134
Finding The Financial Data Gold Mines.135
Scratching the surface of a goldmine.135
Knowing your business equals leveraging your financial data .135
Using key measures to gain a significant competitive edge.136
Turning difficulties to your advantage.137
Measuring and Interpreting with Accuracy.139
Making sure the right people do your measuring.140
Using consistent and dependable measures.141
Avoiding measurement pitfalls.141
Turning Numbers into Information.142
Examining reporting pitfalls.142
Showing financial info simply.143
Linking Financial Measurements To Strategies, Plans And Tactics.144
Financial measurement is dependant on strategic focus.145
What you do depends on what you want.145
Using Failure Mode Effects Analysis (FMEA) to assess risk.146
Table of Contents
Chapter 9: Building the Financial Leg Scorecard.149
Key Aspects of Financial Measures.150
Focusing on the right things.150
The WIIFM (What's in it for me?) station everyone tunes into .151
Timeliness is your competitive edge.152
Financial Measures That Matter.152
Key questions help you see what to measure.153
Selecting key performance indicators (KPIs).155
Tips for finding key measures.155
How measures differ.156
Ensure competitive success by revisiting measurement.158
Creating The Financial Scorecard.159
Select either a strategic, operational, or tactical level.159
Customizing your financial measures, and how to score them .160
Examining examples.162
A word or two (or three) about information management.166
Interpreting Financial Measures for Balanced Scorecards.168
Understanding scorecard financial measures,
and what they tell you.168
Pointing toward additional information and insight.170
Structures for decision making from scorecard
financial measure.171
Understanding the Essence of Accuracy.173
Oh no, the numbers are wrong!.174
The right numbers, the wrong analysis.174
Tracking the numbers by automatic pilot.175
Chapter 10: Building the Financial Leg Dashboard.177
The Basics of Financial Dashboards.177
Determining ownership and responsibility of the financials.178
An emphasis on real-time measurement and response.179
Taking appropriate action: Who, when, and how.180
Creating Financial Dashboards That Have Impact.181
Keep it simple, complete, and effective!.182
Types of dashboards.183
Some examples of dashboards that work!.186
Enabling response and adjustment agility and flexibility.189
Avoiding Pitfalls While Designing Dashboards.190
Selecting the wrong measures.190
Organizing goals and objectives poorly.191
Having the wrong number of financial measures.191
Thinking in the short-term thinking.191
Understanding Your Financial Dashboard.192
Make it part of your daily work.193
So what does it mean, and how will I know what to do next?.194
Follow through — it's what's for breakfast.196
Balanced Scorecard Strategy For Dummies
Part IV: Internal Business Processes —
The Value-Creation Ley. 197
Chapter 11: Understanding Your Role in Internal
Business Processes.199
Five Things You Must Know about Internal Business Processes.200
Waste abounds in your processes.200
Many process measures don't link to the customer.202
Your measurement system is probably broken.202
Process workers are under-utilized and unappreciated.203
Technology isn't always the right answer.204
Creating Value.205
Looking at your value streams' current state.205
Where you want to be when: The future state.206
You Get What You Reward.207
Sending mixed messages.207
Old rewards do not create new behaviors.208
Rewards that matter.209
Building-ln Continuous Improvement.210
Process improvement in a nutshell.211
Determining, what, when, and where to measure.211
How to measure your performance.213
Acceptance and ownership means getting everyone involved.213
Pitfalls to Continuous Improvement.215
Implementing continuous improvement.215
Identifying core processes and outsourcing.217
Technology isn't always the answer.218
The Weakest Links in Internal Business Processes.219
The problem with integrating strategies, plans, and tactics.220
Systems thinking and internal business processes.222
It's a people thing.224
Tying Internal Processes to Your Strategies, Plans, and Tactics.226
Playing catchball: The art and science of deployment.226
Developing your process strategies, plans, and tactics.227
Chapter 12: Building the Internal Business Process Scorecard . 223
Finding the Right Measures for Internal Business Processes.230
Identifying the critical few measures.230
The Input-Process-Output diagram: Your best friend.232
Waste, scrap, and other bad things.233
Where's the variation?.234
Building Scorecards for Internal Business Processes.235
Strategic level scorecards.235
Operational level scorecards.236
Tactical level scorecards.236
Table of Contents
Making Process Decisions That Give Competitive Advantage.239
Involving the right people in process decisions.239
Staying ahead of the competition: Tools that help.240
Common mistakes made with internal business
process scorecards.241
Chapter 13: Building Dashboards for Internal
Business Processes .243
Understanding Internal Business Process Dashboards.244
The what and why of internal process dashboards.244
Getting to real-time data and information.246
Drilling down to get the gold.247
Creating Your Internal Business Process Dashboards.248
Who should be involved with your dashboards and how.248
Making sure you're hitting the right targets.250
Ten common mistakes with business process dashboards.251
What Your Internal Business Process Dashboard is Telling You.251
Analyzing your dashboards.252
What to do if you're not getting there.253
Five common mistakes made in business process
dashboard analysis.254
Part (/: Knowledge, Education, and Groutth —
The Learning Leg.255
Chapter 14: Understanding Your Role in Learning and Growth _257
Getting Schooled on Knowledge, Education, and Growth.258
Putting your finger on the elements of productivity.258
Understanding how information flows .260
Examining leadership style and culture.261
Identifying and filling competency needs.262
Aligning your employees organization.263
Have a Clear Direction for the Future.264
Growing means changing: the concern of complacency.265
Getting clarity from learning and growth chaos.266
Having a plan for growth and development.267
Knowing and Understanding Liabilities .269
Turning liabilities into assets, weaknesses into strengths.270
The dangers of shortcutting training for growth.272
Inventorying Knowledge, Skills, and Abilities.273
Your company's wish list: Defining what you need.274
Step away from the office! Getting to know your people.275
Mind the gaps: Determining knowledge
and skill gaps and filling them.277
Linking Your Strategies, Operations, and Tactics
for Learning and Growth.280
Balanced Scorecard Strategy For Dummies
Balancing at the strategic level for organizational
knowledge and growth.281
Having an operational focus for the future.282
Acting tactically for growth, capability improvement,
and retention.283
Chapter 15: Creating the Knowledge, Education,
and Growth Scorecard.285
Finding The Right Measures For Knowledge, Education And Growth.286
Determine key growth goals for the future.286
Identifying operational goals, measurements for growth.287
Indicators at the action level.288
Constructing The Knowledge Management Growth Scorecard.291
Aligning key growth measurements, for strategies
and their impact.291
Determining trie right measures for today and tomorrow.292
Always reassess and adjust, per market changes as well.293
Some examples of growth and development scorecards.294
Determining What Your Scorecard Is Telling You.300
How to read your future.301
Adjusting when it's not what you want.302
Some mistakes to avoid in interpretation.303
Chapter 16: Creating The Knowledge, Education,
and Growth Dashboard.305
Requirements For Knowledge, Education, and Growth Dashboards .306
Translating growth goals into meaningful daily measures.306
Selecting key short- and long-term measures.307
Wait! It's time to do a sanity check!.308
Creating Dashboards That Increase Knowledge Management.309
Formulating the structure of your growth dashboard for action .309
Setting up feedback systems.311
Using the dashboard to achieve greater potential.311
Analyzing Your Knowledge, Education And Growth Dashboard.312
How to use the growth dashboard to make adjustments
to scorecard balance.313
What your dashboard is telling you as you work
toward achieving your future.314
The importance — and the risks — of being truthful.315
Understanding the Pitfalls of Analysis.316
Performance results alone do not a benchmark make.317
Comparing apples and elephants: best practices where?.318
Beware of cookbook approaches and case studies.319
Table of Contents
Part V\: The Part of Tens.321
Chapter 17: Ten Tips for Balanced Scorecard Success.323
Establish (and Remember) Where Your Company is Headed.323
Understand and Stay Current with What Your Customers Want.324
Define Your Scorecard and Dashboard Roles and Responsibilities.325
Charter Effective Steering Committees.325
Establish and Maintain Accountability.326
Link Your Scorecards and Dashboards to Your Strategies,
Goals, and Objectives.326
Communicate Your Personalized Four-Legs Approach to Everyone .327
Use Feedback and Feed-Forward Loops.327
Plan and Execute Your Balanced Scorecards Relentlessly.328
Synergize Your Scorecards for Competitive Advantage
and New-Market Entrance.329
Chapter 18: Ten Biggest Scorecard Mistakes to Avoid .331
Cherry Picking.331
Following Case Studies Too Closely.332
Delegating Responsibility without Authority.333
Ignoring the Soft Stuff.333
Focusing Too Much on the Tools.335
Overanalyzing.335
Not Dealing with Key Detractors.336
Sending Mixed Messages.337
Exaggerating the Returns.337
Ignoring the Customer.338
Chapter 19: Ten Tips for Overcoming Barriers.339
Empower Your Employees.339
Be Flexible.341
Apply Psychology.341
Identify and Use Influential People.342
Limit the Use of Force.342
Don't Shoot the Messenger; Make Everyone the Messenger.342
Implement Stage-Gate Reviews.343
Reward, Recognize, and Celebrate Success.343
Communicate, Communicate, Communicate
(And Don't Forget to Talk).344
Provide Structure for Coaching, Mentoring,
and Learning from Mistakes.344
Index. |
| any_adam_object | 1 |
| any_adam_object_boolean | 1 |
| author | Hannabarger, Charles Buchman, Frederick Economy, Peter 1956- |
| author_GND | (DE-588)136307027 (DE-588)136307086 (DE-588)115675108 |
| author_facet | Hannabarger, Charles Buchman, Frederick Economy, Peter 1956- |
| author_role | aut aut aut |
| author_sort | Hannabarger, Charles |
| author_variant | c h ch f b fb p e pe |
| building | Verbundindex |
| bvnumber | BV023106343 |
| callnumber-first | H - Social Science |
| callnumber-label | HD56 |
| callnumber-raw | HD56.2 |
| callnumber-search | HD56.2 |
| callnumber-sort | HD 256.2 |
| callnumber-subject | HD - Industries, Land Use, Labor |
| classification_rvk | QP 320 |
| ctrlnum | (OCoLC)172963001 (DE-599)BSZ274476037 |
| dewey-full | 658.4012 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.4012 |
| dewey-search | 658.4012 |
| dewey-sort | 3658.4012 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| format | Book |
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| illustrated | Illustrated |
| index_date | 2024-07-02T19:46:47Z |
| indexdate | 2024-07-09T21:11:10Z |
| institution | BVB |
| isbn | 9780470133972 |
| language | English |
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| series2 | For dummies |
| spelling | Hannabarger, Charles Verfasser (DE-588)136307027 aut Balanced scorecard strategy for dummies by Chuck Hannabarger, Rick Buchman, and Peter Economy Hoboken, NJ Wiley 2007 XVIII, 362 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier For dummies Industrial productivity Measurement Organizational effectiveness Measurement Performance Measurement Balanced Scorecard (DE-588)4568727-4 gnd rswk-swf 1\p (DE-588)4048476-2 Ratgeber gnd-content Balanced Scorecard (DE-588)4568727-4 s 2\p DE-604 Buchman, Frederick Verfasser (DE-588)136307086 aut Economy, Peter 1956- Verfasser (DE-588)115675108 aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016309005&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Hannabarger, Charles Buchman, Frederick Economy, Peter 1956- Balanced scorecard strategy for dummies Industrial productivity Measurement Organizational effectiveness Measurement Performance Measurement Balanced Scorecard (DE-588)4568727-4 gnd |
| subject_GND | (DE-588)4568727-4 (DE-588)4048476-2 |
| title | Balanced scorecard strategy for dummies |
| title_auth | Balanced scorecard strategy for dummies |
| title_exact_search | Balanced scorecard strategy for dummies |
| title_exact_search_txtP | Balanced scorecard strategy for dummies |
| title_full | Balanced scorecard strategy for dummies by Chuck Hannabarger, Rick Buchman, and Peter Economy |
| title_fullStr | Balanced scorecard strategy for dummies by Chuck Hannabarger, Rick Buchman, and Peter Economy |
| title_full_unstemmed | Balanced scorecard strategy for dummies by Chuck Hannabarger, Rick Buchman, and Peter Economy |
| title_short | Balanced scorecard strategy for dummies |
| title_sort | balanced scorecard strategy for dummies |
| topic | Industrial productivity Measurement Organizational effectiveness Measurement Performance Measurement Balanced Scorecard (DE-588)4568727-4 gnd |
| topic_facet | Industrial productivity Measurement Organizational effectiveness Measurement Performance Measurement Balanced Scorecard Ratgeber |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016309005&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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