Archive | balanced scorecard

Improving Performance at USPS

At a recent performance management conference, I attended a talk by the Manager of Strategic Business Planning at the U.S. Postal Service (USPS) who described how they used performance management concepts to dramatically improve the agency. I showed up at the talk with skeptical attitude, as the post office does not have the best reputation…

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Shot Heard Around The World

If you’re in or around the performance management market, you’ve no doubt already heard about SAP’s acquisition of Pilot Software. If you only read the official press release which describes it as a “tuck-in” acquisition, you might not realize how significant an event this really was. Certainly the analysts seem supportive; John Hagerty of AMR…

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Should You Have An Imbalanced Scorecard?

Balanced scorecards should sometimes be imbalanced. Over in the PMA Forum, Alan Meeks suggests the word balance is counterproductive, as it’s impractical to assign equal weight to each of the four perspectives. He argues for a ‘genuinely systemic scorecard’ – not nearly as catchy, is it? As I replied, the original intent of the term balance was…

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Performance Alignment: Cascading Strategy

This week at ASMI’s Balanced Scorecard Masters Conference I gave a talk entitled “Performance Alignment: Cascading Enterprise Strategy Throughout the Organization.” For those of you who may not be familiar with the concept of cascading, it’s a formal method for achieving alignment throughout an organization.  Cascading isn’t the only possibility: all employee phone calls, status meetings,…

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Measuring Employee Satisfaction

In the traditional depiction of a Balanced Scorecard strategy map, the four perspectives are stacked up on top of each other: learning & growth at the bottom and financial at the top. Sometimes, people think this implies employees are the least important perspective but a better interpretation is that employees are the foundation of a successful…

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In Support of the Wrong Outcome

After my posting on call centers, I received an email from a reader submitting his own recent experience with a call center.  The story is so funny – and such a classic example of lack of alignment – that, with the reader’s permission, I decided to share it with you. I edited the email for…

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Revisiting Dirty KPIs

Based on my blog statistics, one of the most popular performance management articles I’ve ever written is Dirty KPIs: an article is about the challenges of using a metric based on activity rather than outcome. During one of my workshops, I recommended that an attendee use the outcome measure ‘% reduction in complaints about street…

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