Public Sector Scorecard

Good Essays
Other authors, such as Niven, positioned mission at the highest level of the BSC, then comes the customer which is supported both by the financial and internal process perspective at the same level. The last of the scorecard but not least, is the Employee Learning and Growth which is essential to achieve the organisational goal.
2.5 How the Public Sector Scorecard works?
Like the Balanced Scorecard, the Public Sector Scorecard (PSS) is a flexible framework, adaptable to the needs of the organisation. “It has a high degree of involvement from service users and other stakeholders and typically it will involve the ten stages” (Moullin, 2006).
1. Think SERVICE USERS: Work closely with service users to identify their requirements and expectations
…show more content…
Think SUCCESS: Form a reference group (or steering group) including senior managers, staff, service users and other stakeholders. Identify what a successful service or organisation would look like. This could be depicted in a 'success map' (Neely et al, 2002; Moullin, 2004b).
4. Think STRATEGY: Re-examine the organisation's strategy, vision, values, mission etc, and ensuring that they are focussed on the needs of service users and other key stakeholders.
5. Think RISK: Identify, with the reference group and others as necessary, the main risks to the service under each of the five perspectives and how they might be managed.
6. Think PERFORMANCE MEASURES: Identify appropriate performance measures for each objective within the five perspectives of the strategy map. The outputs of stage 3 will also be useful here. Make it clear to participants that this is just an initial attempt at this which will be refined later.
7. Think PROCESS: Identify the main processes involved in delivering the service and look at them in turn.
8. Think CULTURE and PEOPLE: While looking at processes, discuss how the culture of the organisation, its staff and partners affect the process and how this too can be
…show more content…
“The measures that are included in a balance score card are a balance between external measures for customers and shareholders and internal measures of business processes, innovation and learning and growth” (Poll, 2001). The BSC does not only present the non-financial measures to stimulate optimum management decisions but also its balance Poll (2001) states that “a balance must also be struck between measures of past) performance and measures that drive future performance”. He further states that “it is possible to use the balanced scorecard as a strategic management system to manage strategy over the long run”. The balance of the BSC can be as follows:
(Chenhall, 2002) cited by (Murby and Gould, 2005) categorised an index of integration over a number of dimensions including:
• Operations/strategy: integrated operational actions with organisational

Related Documents

  • Decent Essays

    Specifically it would include an internal and external analysis of NCCE as well as identification of key managerial issues. Chapter four will focus on the design, data collection and analysis. Chapter five will present the findings based on the objectives of the project such as the views of staff of the NCCE concerning human resource strategic used, how it has impacted on organisational performance as well as challenges faced. Chapter six will focus on the summary, recommendation and conclusions and to solve the human resource management gaps.…

    • 993 Words
    • 4 Pages
    Decent Essays
  • Decent Essays

    Evaluate Performance Metrics The purpose of this paper is to assess performance metrics that can be used to evaluate the success of innovation and marketing, discuss the importance of metrics, discuss and assess at least five metrics to measure innovation; discuss and assess at least five metrics to measure marketing strategy, and recommend appropriate metrics to use for 3M. The Importance of Metrics Performance metrics have the ability to evaluate and measure an organization’s performance in different areas of interests such as, R&D, innovation, customer satisfaction, an organization cultural, etc. The importance of metrics when implemented within an organization can support innovation and marketing drivers for quantifiable innovation (Kaplan,…

    • 917 Words
    • 4 Pages
    Decent Essays
  • Decent Essays

    Situational Analysis

    • 2038 Words
    • 9 Pages

    A situation analysis thoroughly examines the internal and external factors that affect a business. It creates a summary of an organization that will help to understand better, the factors that…

    • 2038 Words
    • 9 Pages
    Decent Essays
  • Decent Essays

    Business Continuity Management (BCM) – Key Performance Indicators (KPI's) By: Arunkumar Durairaj 14-Nov-16 1. Introduction The purpose of BCM KPI's are to monitor and measure the performance of Business Continuity Management(BCM) program based on the refernces obtained through achivement of processes or goals . These indicators are used to help organization evaluate its progress and / or performance (in terms of efficiency, effectiveness, robustness, and so on) of its BCM processes while pursuing short term, medium term and / or long-term goals / plans. A well managed KPI dashboard gives the senior management information on how BCM program is managed across the organization. The board (senior management) can then…

    • 1403 Words
    • 6 Pages
    Decent Essays
  • Decent Essays

    The department has a high accuracy of being on time with the client requests. Communication within the department is strong, as the team encompasses a level of integrity, and a punctual outcome. Impact of culture and communication With a high standard for maintaining the organization’s culture and communication, the impact means a high level of client satisfaction. As long as each department within RRD does its part of upholding the company criterions, the company will continue to grow and be profitable. Sustaining the implementation of management strategies is important to the organization as a whole, as this helps support the congruence of goals within the company (Anthony & Govindarajan, 2007, pp.…

    • 727 Words
    • 3 Pages
    Decent Essays
  • Decent Essays

    1. How is "strategic management" defined in the text, and what are its five key attributes? • Strategic management is the continuous planning, monitoring, analysis and assessment of all that is necessary for an organization to meet its goals and objectives. • Strategic management is the analysis, decisions, and actions an organization undertakes in order to create and sustain competitive advantages. The four key attributes of strategic management are that it: 1.…

    • 893 Words
    • 4 Pages
    Decent Essays
  • Decent Essays

    In order for talent management to be effective, it must align with business strategy. Silzer and Dowell (2010) contend that “the effectiveness of talent strategies and talent management approaches can be judged by whether they add value and help to achieve business strategies” (p. 746). To this end, talent management aims to recruit, retain and develop talented employees in order to achieve business objectives. According to Lance Berger (2011), a Talent management strategy makes explicit the investments made in the people who are believed will best help it achieve competitive excellence” (para. 1).…

    • 1672 Words
    • 7 Pages
    Decent Essays
  • Decent Essays

    Measure Phase The current level of CTQ-Y is first identified in the measure phase and a new target level is set up. The next step is then to identify the key explanatory variables (Xs). This step verifies CTQ-Y and then, if necessary, identifies other variables that can substitute CTQ-Y. The following step elicits potential Xs (or causes of the problem) with respect to five design parameters: 1.…

    • 879 Words
    • 4 Pages
    Decent Essays
  • Decent Essays

    This essay is about the impacts of “customer” element in supply chain management. Supply Chain Management’s goal is “to meet customer needs, better than competitors. Success depends on building processes that can design, make, and deliver the innovative, high-quality, low-cost products and services that customers demand.” (Fawcett, Ellram, & Ogden, 2007). The customer, as always, is king of every business. In generally, we don’t have any business without customers.…

    • 1349 Words
    • 6 Pages
    Decent Essays
  • Decent Essays

    Preparation proactively aligns the engagement process into action planning, by documenting the results and feed backing, whilst mitigating potential risk and SWOT analyzing the whole process as shown in Figure 1. 2.2 Requirements Compliance PLQ plan is vastly different the above mentioned plan. PLQ 's plan has five sections. There is Introduction section with Purpose, Scope, References, and Defined terms, Roles and Responsibilities and Challenges as…

    • 1003 Words
    • 4 Pages
    Decent Essays