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CaseStudySummary:AStrategy-FocusedOrganizationBalancedScorecardCollaborative,Inc.•55OldBedfordRoad•Lincoln,MA01773•Tel:[phone]•Fax:[phone]•bscol.com2©2000BalancedScorecardCollaborative,Inc.bscol.comBestPracticeCaseStudySummaryThereareThreePhasestoCreatingaStrategy-FocusedOrganization(SFO)Objective:Toinitiatetheprocessofchange.GainconsensusandmomentumatthetopMobilizationPhaseMigrationPhaseStrategicManagementPhase!EstablishNeedforChange!BuildExecutiveTeam!DevelopVision&Strategy!RationalizetheOrganizationObjective:Tomovechangethroughouttheorganization,tocreatefocusandtoestablishthenewperformanceculture.!Educate&Communicate!AligntheWorkforce!FocusInitiatives!Feedback&LearningObjective:Toinstitutionalizechangeintoanewmanagementprocess!StrategyUpdate!Planning&Budgeting!Goals&Incentives!PerformanceReviewsStrategy-FocusedOrganizationsusetheBalancedScorecardtoplacestrategyatthecenteroftheirmanagementprocesses.TherearefiveprinciplesofStrategy-FocusedOrganizations.3©2000BalancedScorecardCollaborative,Inc.bscol.comBestPracticeCaseStudySummaryTheCityofCharlotteBuiltanSFObyPlacingStrategyattheCenterofItsManagementProcessesStrategyMapsQuantifytheVisionTranslatetheStrategytoOperationalTermsMakeStrategyaContinualProcessLinkBudgets&StrategyManagementMeetingAnalytics&InformationSystemsMobilizeChangethroughExecutiveLeadershipMobilizationGovernanceProcessStrategicManagementCorporateRoleBusinessUnitSynergiesSupportUnitSynergiesAligntheOrganizationtotheStrategyStrategicAwarenessPersonalScorecardBalancedPaychecksMakeStrategyEveryone’sJobBalancedScorecards4©2000BalancedScorecardCollaborative,Inc.bscol.comBestPracticeCaseStudySummaryPrinciplesoftheStrategy-FocusedOrganization:MobilizeChangethroughExecutiveLeadershipCreatingaStrategy-FocusedOrganizationusingtheBalancedScorecardstartswitharecognitionthatitisnota“metrics”project,it’sa“change”process.Leadership•LeadershipTeam•CoreTeam•DepartmentRep.Team•FiveFocusAreaCabinetsConsensusAroundFocusAreas•CitywithinaCity•Transportation•RestructuringGovernment•EconomicDevelopment•CommunitySafety5©2000BalancedScorecardCollaborative,Inc.bscol.comBestPracticeCaseStudySummaryPrinciplesoftheStrategy-FocusedOrganization:TranslateStrategyintoOperationalTermsCommunitySafetyCityWithinaCityRestructuringGovernmentTransportationEconomicDevelopmentLearningandGrowthPerspectiveCustomerPerspectiveReduceCrimeIncreasePerceptionofSafetyAvailabilityofSafe,ConvenientTransportationMaintainCompetitiveTaxRatesImproveServiceQualityPromoteEconomicOpportunityStrengthenNeighborhoodsEnhanceKnowledgeManagementCapabilitiesCloseSkillsGapAchievePositiveEmployeeClimateFinancialAccountabilityPerspectiveMaximizeBenefit/CostGrowTaxBaseMaintainAAARatingInternalProcessPerspectiveStreamlineCustomerInteractionsImproveProductivityIncreasePositiveContactsSecureFunding/ServicePartnersPromoteCommunityBasedProblemSolvingIncreaseInfrastructureCapacityTheCorporateLevelStrategyMapStrategicThemes6©2000BalancedScorecardCollaborative,Inc.bscol.comBestPracticeCaseStudySummaryPrinciplesoftheStrategy-FocusedOrganization:AligntheOrganizationtotheStrategyLINEBUSINESSESSUPPORTUNITSCORPORATESBUASBUBSBUCSBUDCORPORATESCORECARD(SharedStrategicAgenda)ThemesMeasuresEXTERNALPARTNERS•CustomerScorecards•DistributorScorecard•JointVentureScorecard•VendorScorecard•NewVentureScorecard•OutsourcerScorecard#1.ACorporateScorecarddefinesoverallstrategicpriorities.#3.EachSupportUnitdevelopsaplanandBSCfor“bestpractice”sharingtocreatesynergiesacrossSBUs.#2.EachSBUdevelopsalong-rangeplanandBSCconsistentwithcorporatestrategicagenda.#4.PlansandBSC’sdefinerelationshipswithexternalpartnersconsistentwithSBUstrategy.1.FinancialGrowth2.DelighttheConsumer3.Win-WinRelationships4.Safe&Reliable5.CompetitiveSupplier6.GoodNeighbor7.Motivated&Prepared8.Qualityxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx•Finance•Marketing•Distribution•Procurement•Purchasing•Safety•HumanResources•InformationTechnology7©2000BalancedScorecardCollaborative,Inc.bscol.comBestPracticeCaseStudySummaryPrinciplesoftheStrategy-FocusedOrganization:MakeStrategyEveryone’sJobTheCorporateScorecardCascadesthroughtheCharlotteOrganizationCityCouncilFocusAreasCorporateBalancedScorecardBusinessPlansIncentiveTargetsIndividualEmployeePerformancePlans(MBRs)Thebalancedpaycheck:BSC-linkedIncentivePlan8©2000BalancedScorecardCollaborative,Inc.bscol.comBestPracticeCaseStudySummaryPrinciplesoftheStrategy-FocusedOrganization:MakeStrategyaContinualProcess9©2000BalancedScorecardCollaborative,Inc.bscol.comBestPracticeCaseStudySummaryHallofFameWinnerTheCityofCharlotteKeyScorecardResults•68%ofcitizensrankcityserviceshighlyinfirst-evercitizen’ssurvey(1999)•69%ofemployeesunderstandthecity’sandtheirdepartment’sgoals(accordingto2000employeesurvey)•80%capitalprojectsinlong-rangeplanswerefunded•Propertytaxrevenueskeptwithindesiredlimits