Balanced Scorecard

Customers Customers To achieve our vision, how

t l k tIf we succeed. how will

l k t

Financial Financial

Mission & Vision

must we look to our customers?

we look to our stakeholders

Internal ProcessesInternal Processes Internal CapacityInternal CapacityTo satisfy our customers,

stakeholders and mission at what processes must we excel?

To achieve our vision, how must our people and systems learn, improve, and

work together

1

Cascading the ScorecardCascading the Scorecard

Executive LevelExecutive LevelLong Term Strategic PlanOutcome Measures

AGENCY SCORECARDFINANCIALCUSTOMEROPERATIONSINTERNAL CAPACITY

HOW do we get it done?

Department LevelAnnual Business Plans BUSINESS SCORECARD

WHY are we doing Annual Business Plans

Output MeasuresFINANCIALCUSTOMEROPERATIONSINTERNAL CAPACITY

HOW do we get it done?

e do gthis?

Program/Individual LevelAction Plans

Program ScorecardFINANCIALCUSTOMER

WHY are we doing this?

2

Action PlansActivity Measures

CUSTOMEROPERATIONSINTERNAL CAPACITY

this?

Value ChainValue Chain

UltimateDrivers

Societal or Mission Level Results

E l

IntermediateOutcomes

OutcomesDrivers

External CausesExample: Economic trends, case loads

InputsExample

s$$, FTEs, IT, Facilities

Satisfaction or Behavior Changes

Example:

Examples: System or societal changes

Used by: Policy Makers

ImmediateOutcomes

Outcomes

Facilities

Products/ServicesExamples: units produced number

Customer ServiceExamples: turn around time, % time meeting expectations

Example: customer satisfaction

Used by:LeadershipActivities

Outputs

Business ProcessesExamples: Issuing a license, processing a claim, making something

produced, number served, cases processed

Used by: Supervisors

expectationsUsed by:Managers

3

Note: Efficiency MeasuresRelate inputs to outputs or outcomes Examples: cycle time, cost/unit or units/FTE or cost effectiveness