The Balanced Scorecard: Translating Strategy into Action 
asked by stonefox on November 22, 2006 4:31 AM
Here is the book-by the recognized architects of the Balanced Scorecard--that shows how managers can use this revolutionary tool to mobilize their people to fulfill the company's mission. More than just a measurement system, the Balanced Scorecard is a management system that can channel the energies, abilities, and specific knowledge held by people throughout the organization toward achieving long-term strategic goals.
Kaplan and Norton demonstrate how senior executives in industries such as banking, oil, insurance, and retailing are using the Balanced Scorecard both to guide current performance and to target future performance. They show how to use measures in four categories-financial performance, customer knowledge, internal business processes, and learning and growth-to align individual, organizational, and cross-departmental initiatives and to identify entirely new processes for meeting customer and shareholder objectives.
The authors also reveal how to use the Balanced Scorecard as a robust learning system for testing, gaining feedback on, and updating the organization's strategy. Finally, they walk through the steps that managers in any company can use to build their own Balanced Scorecard.
The Balanced Scorecard provides the management system for companies to invest in the long term-in customers, in employees, in new product development, and in systems-rather than managing the bottom line to pump up short-term earnings. It will change the way you measure and manage your business.
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The financial performance of an organization is essential for its success. Even non-profit organizations must deal in a sensible way with funds they receive.
In 1992, an article by Robert Kaplan and David Norton entitled "The Balanced Scorecard - Measures that Drive Performance" in the Harvard Business Review caused a lot of attention for their method, and led to their business bestseller, "The Balanced Scorecard: Translating Strategy into Action", published in 1996.
In this book Robert S. Kaplan and David P. Norton develop and describe the Balanced Score Card, a multidimensional approach to measuring corporate performance that incorporates both financial and non-financial factors.
The Balanced Score Card method of Kaplan and Norton is a strategic approach and performance management system that enables organizations to translate a company's vision and strategy into implementation, working from 4 perspectives:
1. financial perspective,
2. customer perspective,
3. business process perspective,
4. learning and growth perspective.
- Financial perspective: Kaplan and Norton do not disregard the traditional need for financial data. Timely and accurate funding data will always be a priority, and managers will do whatever necessary to provide it. In fact, often there is more than enough handling and processing of financial data. With the implementation of a corporate database, it is hoped that more of the processing can be centralized and automated. But the point is that the current emphasis on financials leads to the "unbalanced" situation with regard to other perspectives. There is perhaps a need to include additional financial-related data, such as risk assessment and cost-benefit data, in this category.
- Customer perspective: recent management philosophy has shown an increasing realization of the importance of customer focus and customer satisfaction in any business. These are leading indicators: if customers are not satisfied, they will eventually find other suppliers that will meet their needs. Poor performance from this perspective is thus a leading indicator of future decline, even though the current financial picture may look good. In developing metrics for satisfaction, customers should be analyzed in terms of kinds of customers and the kinds of processes for which we are providing a product or service to those customer groups.
- Business Process perspective refers to internal business processes. Metrics based on this perspective allow the managers to know how well their business is running, and whether its products and services conform to customer requirements (the mission). These metrics have to be carefully designed by those who know these processes most intimately. In addition to the strategic management process, two kinds of business processes may be identified: a) mission-oriented processes, and b) support processes. Mission-oriented processes are the special functions of government offices, and many unique problems are encountered in these processes. The support processes are more repetitive in nature, and hence easier to measure and benchmark using generic metrics.
- Learning and Growth perspective includes employee training and corporate cultural attitudes related to both individual and corporate self-improvement. In a knowledge-worker organization, people are the main resource. In the current climate of rapid technological change, it is becoming necessary for knowledge workers to be in a continuous learning mode. Government agencies often find themselves unable to hire new technical workers and at the same time is showing a decline in training of existing employees. Kaplan and Norton emphasize that 'learning' is more than 'training'; it also includes things like mentors and tutors within the organization, as well as that ease of communication among workers that allows them to readily get help on a problem when it is needed. It also includes technological tools such as an Intranet.
The integration of these four perspectives into a graphical appealing picture have made the Balanced Scorecard method a very successful methodology within the Value Based Management philosophy.
In addition to this book you may want to consider the following books on the subject:
- Robert S. Kaplan. Alignment: Using the Balanced Scorecard to Create Corporate Synergies.
- Paul R. Niven. Balanced ScoreCard Step-by-Step: Maximizing Performance and Maintaining Results.
- Paul R. Niven. Balanced ScoreCard Step-by-Step for Government and Nonprofit Agencies.
- Nils-Göran Olve. Performance Drivers: A Practical Guide to Using the Balanced Scorecard.
- Robert S. Kaplan. The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment.
- Robert S. Kaplan. Strategy Maps: Converting Intangible Assets into Tangible Outcomes.
- Robert S. Kaplan. Putting the Balanced Scorecard to Work.
- Robert S. Kaplan. The Balanced Scorecard: Measures That Drive Performance.
In 1992, an article by Robert Kaplan and David Norton entitled "The Balanced Scorecard - Measures that Drive Performance" in the Harvard Business Review caused a lot of attention for their method, and led to their business bestseller, "The Balanced Scorecard: Translating Strategy into Action", published in 1996.
In this book Robert S. Kaplan and David P. Norton develop and describe the Balanced Score Card, a multidimensional approach to measuring corporate performance that incorporates both financial and non-financial factors.
The Balanced Score Card method of Kaplan and Norton is a strategic approach and performance management system that enables organizations to translate a company's vision and strategy into implementation, working from 4 perspectives:
1. financial perspective,
2. customer perspective,
3. business process perspective,
4. learning and growth perspective.
- Financial perspective: Kaplan and Norton do not disregard the traditional need for financial data. Timely and accurate funding data will always be a priority, and managers will do whatever necessary to provide it. In fact, often there is more than enough handling and processing of financial data. With the implementation of a corporate database, it is hoped that more of the processing can be centralized and automated. But the point is that the current emphasis on financials leads to the "unbalanced" situation with regard to other perspectives. There is perhaps a need to include additional financial-related data, such as risk assessment and cost-benefit data, in this category.
- Customer perspective: recent management philosophy has shown an increasing realization of the importance of customer focus and customer satisfaction in any business. These are leading indicators: if customers are not satisfied, they will eventually find other suppliers that will meet their needs. Poor performance from this perspective is thus a leading indicator of future decline, even though the current financial picture may look good. In developing metrics for satisfaction, customers should be analyzed in terms of kinds of customers and the kinds of processes for which we are providing a product or service to those customer groups.
- Business Process perspective refers to internal business processes. Metrics based on this perspective allow the managers to know how well their business is running, and whether its products and services conform to customer requirements (the mission). These metrics have to be carefully designed by those who know these processes most intimately. In addition to the strategic management process, two kinds of business processes may be identified: a) mission-oriented processes, and b) support processes. Mission-oriented processes are the special functions of government offices, and many unique problems are encountered in these processes. The support processes are more repetitive in nature, and hence easier to measure and benchmark using generic metrics.
- Learning and Growth perspective includes employee training and corporate cultural attitudes related to both individual and corporate self-improvement. In a knowledge-worker organization, people are the main resource. In the current climate of rapid technological change, it is becoming necessary for knowledge workers to be in a continuous learning mode. Government agencies often find themselves unable to hire new technical workers and at the same time is showing a decline in training of existing employees. Kaplan and Norton emphasize that 'learning' is more than 'training'; it also includes things like mentors and tutors within the organization, as well as that ease of communication among workers that allows them to readily get help on a problem when it is needed. It also includes technological tools such as an Intranet.
The integration of these four perspectives into a graphical appealing picture have made the Balanced Scorecard method a very successful methodology within the Value Based Management philosophy.
In addition to this book you may want to consider the following books on the subject:
- Robert S. Kaplan. Alignment: Using the Balanced Scorecard to Create Corporate Synergies.
- Paul R. Niven. Balanced ScoreCard Step-by-Step: Maximizing Performance and Maintaining Results.
- Paul R. Niven. Balanced ScoreCard Step-by-Step for Government and Nonprofit Agencies.
- Nils-Göran Olve. Performance Drivers: A Practical Guide to Using the Balanced Scorecard.
- Robert S. Kaplan. The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment.
- Robert S. Kaplan. Strategy Maps: Converting Intangible Assets into Tangible Outcomes.
- Robert S. Kaplan. Putting the Balanced Scorecard to Work.
- Robert S. Kaplan. The Balanced Scorecard: Measures That Drive Performance.
reviewed by mike on November 25, 2006 11:47 AM
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This book has become a classic in the field of business management. The 'balanced scorecard' has surely been referenced enough to include it in the dictionary. Robert Kaplan is the Arthur Lowes Dickson Professor of Accounting at Harvard Business School. His co-author David Norton is the president of Renaissance Solutions, Inc.
This book tackles gracefully a quite common theme these days: how to turn your beautiful and inspired vision into its corresponding actions throughout your company.
Most companies act on short-term financial reward. In the Balanced Scorecard, actions and rewards are based on the additional aspects of employee learning and growth, internal business processes and customer knowledge. When these are all in alignment, the financial future is rosy.
This book reminded me of the aphorism, "What you measure is what you get." Once you learn what to measure, you experiment with different perfomance drivers.
Five Stars
This book tackles gracefully a quite common theme these days: how to turn your beautiful and inspired vision into its corresponding actions throughout your company.
Most companies act on short-term financial reward. In the Balanced Scorecard, actions and rewards are based on the additional aspects of employee learning and growth, internal business processes and customer knowledge. When these are all in alignment, the financial future is rosy.
This book reminded me of the aphorism, "What you measure is what you get." Once you learn what to measure, you experiment with different perfomance drivers.
Five Stars
reviewed by jdog on November 26, 2006 8:15 PM
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The balanced scorecard approach is a very effective tool for top-down planning initiatives. The method will ensure that any business unit initiative is cross-checked with the broader corporate goals. The book provides an easy-to-understand yet detailed how-to guide to strategy planning.
Frank Loomans
Frank Loomans
reviewed by imtheboss on November 27, 2006 5:07 AM
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This book has both, written by the man who brought the Balanced Scorecard to corporate America. If you are thinking of implementing the balanced scorecard as a way of relaying, measuring and refining your company strategy, read this book first!
reviewed by perfectstorm on November 29, 2006 5:26 AM
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I was looking forward to using what I learned from this book to implement balanced scorecard strategy with my small business clients. There is so little useful information, I didn't even finish reading the book. The last chapter and appendix are literally the only portions I found helpful. Look elsewhere.
reviewed by wendi on November 29, 2006 6:28 PM