Balanced Scorecard: Success through Leadership Enablers Manu K. Vora, Ph.D., MBA, ASQ CQE & Fellow ASQ Grant Medalist (2001), ASQ Lancaster Medalist (2005) Adjunct Professor, Stuart School of Business, IIT, Chicago, USA Past Vice President, American Society for Quality (ASQ) Chairman and President, Business Excellence, Inc. P. O. Box 5585, Naperville, IL 60567-5585, USA Tel: 630-548-5531, [email protected]Website: http://www.b-einc.com Invited Master Conference at International Congress of Excellence Madrid Excelente, Madrid, Spain, 7 th October, 2008
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Balanced Scorecard: Success through
Leadership Enablers
Manu K. Vora, Ph.D., MBA, ASQ CQE & FellowASQ Grant Medalist (2001), ASQ Lancaster Medalist (2005)
Adjunct Professor, Stuart School of Business, IIT, Chicago, USA
Past Vice President, American Society for Quality (ASQ)
Marshall-Qualtec, Inc. 1997 (FPL - First US Deming Prize winner)
Business Excellence, Inc., 2008 10-07-2008 23
Sarbanes-Oxley Compliance Audits
� The CEOs and CFOs of publicly traded companies doing
business in the United States are now personally responsible to
ensure that corporate financial reports are accurate and
complete.
� The business processes that feed data into those reports are
effective, complete and reliable - or face substantially increased
penalties for non-compliance.
� Business Process Owners and Senior Management complete
periodic self-assessment surveys.
� The Management Reviews include self-assessment surveys
information along with audit results, customer feedback and
complaints.
Business Excellence, Inc., 2008 10-07-2008 24
Managing Business Strategy
Key Barriers:
�Vision and Strategy not Actionable
�Strategy not Linked to Departmental, Team,
and Individual Goals
�Strategy not Linked to Resource Allocation
�Feedback that is Tactical, not Strategic
Business Excellence, Inc., 2008 10-07-2008 25
3). Over-Communicate
Organizational Clarity
Healthy organizations align their employees around
organizational clarity by communicating key messages
through …
�Repetition: Don’t be afraid to repeat the same
message, again and again.
�Simplicity: The more complicated the message, the
more potential for confusion and inconsistency.
�Multiple Mediums: People react to information in
many ways; use a variety of mediums.
�Cascading Messages: Leaders communicate key
messages to direct reports; the cycle repeats itself until
the message is heard by all.
Business Excellence, Inc., 2008 10-07-2008 26
Hoshin Planning in Action
CEO/President
Executive Staff
Vice Presidents &
Directors
Department A Department B
Group 1 Group 1Group 2 Group 2
Implem
ent, R
eview
,
and Adjust H
oshin
Catchball
Five-year vision
(4 strategic goals)
One-year plan
(Objectives & Action plans)
Deploy Hoshin
Business Excellence, Inc., 2008 10-07-2008 27
Sample Users of Hoshin Planning
Business Excellence, Inc., 2008 10-07-2008 28
Building a Balanced Scorecard
Managing the Process:
�Select the appropriate organizational unit (Division,
Strategic Business Unit [SBU], etc.)
� Identify SBU/Corporate Linkages
�Build Consensus around Strategic Objectives
(Interviews, synthesis session)
�Select and DesignMeasures
�Build the Implementation Plan (Develop and deploy
plan)
�Typical time frame to implement a Balanced Scorecard
about 16 weeks.
Business Excellence, Inc., 2008 10-07-2008 29
Critical Success Factors for
Implementing a Balanced Scorecard
�Link measures to strategy
�Validate the link between measures and
strategy
�Set the right performance targets
�Measure correctlySource: Ittner and Larcker, HBR, November 2003.
Business Excellence, Inc., 2008 10-07-2008 30
4). Reinforce Organizational Clarity
Through Human Systems
Organizations sustain their health by
ensuring consistency in …
� Hiring
�Managing Performance
� Rewards and Recognition
� Employee Dismissal
Business Excellence, Inc., 2008 10-07-2008 31
Reward System
�Allocate bonus based on:
�All four categories - (Customer, Employee,
Process, and Financial):
- 25% for each category of measurement
�Bonus based on Meeting or Exceeding
Stretch Goal Results:
- Meets – 100%, Exceeds - >100% per
agreement with the Leadership Team
Business Excellence, Inc., 2008 10-07-2008 32
Employee Motivation:
A Case for Recognition
�In the last six months, how many of you
received recognition?
�In the last six months, how many of you
gave recognition to others?
�Does your company have a systematic
recognition process? For how long?
�How many of you think you are getting
too much recognition?
Business Excellence, Inc., 2008 10-07-2008 33
Case for RecognitionWhat Do Employees Really Want?
�Supervisors were asked to identify one
thing most important to employees:
� Money
�Employees were asked to identify most
important aspect in the work place:
�Full appreciation for work done
Source: Aetna Life & Casualty Employee Survey.
Business Excellence, Inc., 2008 10-07-2008 34
Employee Motivation
Recognition/Celebration:
�Day-to-day (thank you note, memo, e-mail)
�Informal (team milestone completion -
memento)
�Formal (nomination, evaluation, celebration)
�Determine need for employee recognition
�Manage Recognition/Celebration as a Process
�Allocate Budget and Measure Quarterly Results
Business Excellence, Inc., 2008 10-07-2008 35
Employee Motivation
Suggestion System:
�Employees have knowledge
�Create a simple process to gather,
acknowledge, and act on suggestions
�Involve employees who gave suggestions
during the implementation of their idea
�Recognize & reward employees whose
suggestions are implemented with positive
impact
Business Excellence, Inc., 2008 10-07-2008 36
Balanced Scorecard - Case Studies
�A Fast Food Chain, USA Performance Measures
� IBM Rochester, USA Causal Relationships
� Sears, USA Employee-Customer-Profit Chain Model
Business Excellence, Inc., 2008 10-07-2008 37
Selection and
Staffing
Employee
Satisfaction
Customer
Buying Behavior
Customer
Satisfaction
Employee-added
Value
Sustained
Profitability
$ Shareholder
Value
New hires
Education
Work experience
Supervision
Support
Fairness
Empowerment
Accountability
Quality
Shopping Experience
Timeliness
Frequency
Retention
Referral
Each outlet
Over time
Better than competition
Growth
Earnings
Free cash flow
Which Measures
MatterIttner & Larcker,
HBR, Nov. 2003
Business Excellence, Inc., 2008 10-07-2008 38
Products and
Channels
Product and
Service quality
People and SkillsCustomer Satisfaction
and Loyalty
Financial and
Market Share
Learning Internal Customer Financial
Causal Relationships – IBM Rochester’s
Balanced Scorecard
Source: Evans and Lindsay, 6th Edition, 2005.
Business Excellence, Inc., 2008 10-07-2008 39
Employee
Attitude and
Behavior
Customer
Impression
Revenue
Growth
A Compelling
Place to Work
A Compelling
Place to Shop
A Compelling
Place to Invest
+ 1.3 % + 0.5 %
Employee-Customer-Profit Chain, Sears, USA
Source: Rucci et al., Harvard Business Review, 1998.
+ 5.0 %
Business Excellence, Inc., 2008 10-07-2008 40
Balanced Scorecard – ERP Software
� Oracle Balanced Scorecard
� SAP Strategic Enterprise Management (SEM)
� PeopleSoft Balanced Scorecard
� Microsoft Business Scorecard Manager 2005
� Hyperion System 9 Performance Scorecard
� Corporater Balanced Scorecard Suite
� Performancesoft views
� Business Objects Enterprise Performance Management Solutions
� Microsoft Excel Spreadsheet
THE BALANCED SCORECARD IS NOT A SUBSTITUTE FOR GOOD
MANAGEMENT. IT IS ONLY A TOOL. IT REQUIRES GOOD MANAGEMENT.
Business Excellence, Inc., 2008 10-07-2008 41
Recipe for Success1). Build and Maintain a Cohesive
Leadership Team…
2). Create Organizational Clarity…
Vision/Mission/Values
Strategic Plan & Measures
3). Over-Communicate
Organizational Clarity…
Hoshin Planning
Doing it Right!
Successfully implement business strategy
4). Reinforce Organizational Clarity Through Human Systems …
Rewards and Recognition
Business Excellence, Inc., 2008 10-07-2008 42
Major ReferencesBaldrige National Quality Program (2007), Criteria for Performance Excellence, US NIST, Gaithersburg, MD, http://www.quality.nist.gov
Beatty, R. W., Huselid, M. A., & Schneier, C. E. (2003), “New HR Metrics: Scoring on the Business Scorecard”, Organizational Dynamics, Vol. 32, No. 2, pp. 107-121.
Bounds, G. M. (1996), Cases in Quality, Irwin Publishing, Chicago, IL.
Buckinghm, M. & Coffman C. (1999), First, Break All The Rules, Simon & Schuster, New York, NY.
Eckerson, W. W. (2006), Performance Dashboards: Measuring, Monitoring and Managing Your Business, John Wiley & Sons, Inc., Hoboken, NJ
Evans J. R., & Lindsay, W. M. (2005), The Management and Control of Quality, 6th ed., Thompson South-Western, Mason, OH.
Goodman, J., DePalma, D., & Broetzmann, S. (1996), “Maximizing the Value of Customer Feedback”, ASQ Quality Progress, December.
Ittner, C. D. & Larcker, D. F. (2003), “Coming Up Short on Nonfinancial Performance Measurement”, Harvard Business Review, Vol. 81, No. 11, pp. 88-95, November.
Kaplan, R. S. & Norton, D. P. (2004), “Measuring the Strategic Readiness of Intangible Assets”, Harvard Business Review, Vol. 82, No. 2, February.
Kaplan, R. S. & Norton, D. P. (2001), The Strategy-Focused Organization, Harvard Business School Press, Boston, MA.
Kaplan, R. S. & Norton, D. P. (1996), The Balanced Scorecard, Harvard Business School Press, Boston, MA.
Kaplan, R. S. & Norton, D. P. (1992), “The Balanced Scorecard: Measures That Drive Performance”, Harvard Business Review, Vol. 70, No. 7, July-August.
King, B. (1989), Hoshin Planning Symposium, ASQ, February, Milwaukee, WI.
Kirkpatrick, D. L. & Kirkpatrick, J. D. (2006), Evaluating Training Programs: The Four Levels, 3rd Edition, Berrett Koehler Publishers, San Francisco, CA.
Lencioni, P. (2000), The Four Obsessions of an Extraordinary Executive, Berrett Koehler Publishers, San Francisco, CA.
Nelson, B. (1997), 1001 Ways to Energize Employees, Workman Publishing, New York, NY.
Nelson, B. (1994), 1001 Ways to Reward Employees, Workman Publishing, New York, NY.Rucci, A. J., Kirn, S. P., & Quinn, R. T. (1998), “The Employee-Customer-Profit Chain at Sears”, Harvard Business Review, Vol. 76, No. 1,pp. 82-97.
US General Accounting Office Study (1991), Management Practices: U.S. Companies Improve Performance Through Quality Efforts (GAO NSIAD 91-190). May.
Vavra, T. G. (2002), “ISO 9001:2000 and Customer Satisfaction”, Quality Progress, Vol. 35, No. 5, pp. 69-75.
Vora, M. K. (2005), “Managing Human Capital”, Six Sigma for Transactions and Service, Chapter 17, pp. 471-500, McGraw-Hill, New York, NY.
Vora, M. K. (2005), “Balanced Scorecard and Hoshin Planning”, Invited Workshop Leader, Costa Rica Quality Conference, San Jose, Costa Rica, March 15.
Vora, M. K. (2004), “Sustaining Business Performance Excellence with the use of a Balanced Scorecard and Hoshin Planning”, Invited Seminar Leader and Keynote Address, 7th QMOD Conference, Monterrey, August 3, and August 4-6.
Vora, M. K. (2003), The Balanced Scorecard: Unlocking Secrets to Sustained Business Performance, Invited Seminars at Bangalore and Mumbai, India, October.
Vora, M. K. (2002), “Business Excellence through Quality Management”, Total Quality Management, Vol. 13, No. 8, pp. 1151-1159, December.