pbsc + database + travelers

Project RetrospectProactive Balanced Scorecard Applied to

Database Development

Jessi McGehee - 02.13.2014

Wednesday, February 12, 14

Project LeadershipJessi McGehee, St. Paul, MN

St. Catherine University, BA Business Management and Marketing

National Scholar Athlete, Alexandria Scholar, 3D Design, philosophy

University of St. Thomas, MSSyE Systems Engineering/Engineering Tech Management

Background in Analytics and Project Management

Project Management Intern, Process Analyst, Inventory Analyst, Project Lead, Operations Manager

Emphasis on client services and customer satisfaction


The Project

Service/retail Industry

Operational systems are failing, case study provided:

Sales 12k to 20k weekly, error pay out $250-3000

Database operational labor hours 2-5 per 1000k

Database reports are produced with very little accuracy and stored information is difficult to access.


Retrospect Summary

What is the Balanced Scorecard?

How can we make it proactive?

How does it apply to this situation?

Did it work?


Balanced Scorecard

Learning and Growth: Impeded

Financial: Incomplete

Strategy: Sales, Sales, Sales

Business Process: Omitted

Customer Base: Declining

Communication: Declining


Proactive ComponentCreating systems to learn why and how effects have come about

Strategy Maps

Illustrating that not all pathways are equal

Fuzzy Cognitive Maps

Creating an information management system that supports all inputs and outputs needed** Critical Success Factor


Fuzzy Cognitive Maps

“C” represents KPI’s, influencing factors, and major resources

Linguistic relationships can be converted to numeric values

Relationships can be positive or negative


Stages of Proactive Scorecards1. Establish mission, vision, strategic objectives, perspectives and Critical Success Factors (CSFs)

2. Identify Key Performance Indicators (KPIs)

3. Establish targets

4. Define relationships among KPIs

5. Assign linguistic variables to weight concepts (i.e. KPI)

6. Continuous ImprovementsWednesday, February 12, 14

Database KPI’s and Targets

KPI’s

Ease of use

Accuracy/Duplicates

Help Desk tickets

Report reliability

Targets

Any employee can be trained

95%/10% respectively

<1 week, resolved <24 hrs

100%


RelationshipsEase

of Use

Accuracy Duplicates

Help DeskTickets

ReportReliability

.8 +

.9 +

(.45) -

(.75) -

.6 +

.85 +

(.25) -


Continuous Improvements

Process Evaluation

Facility/Operations Overhaul

Customer Service Department Launch

Instructional Design


Retrospect Summary

What is the Balanced Scorecard?

How can we make it proactive?

How does it apply to this situation?

Did it work?


Did it Work?

Sales:

Comps:

Capacity:

Turnover:

Facilities

After

$18K - 25K

$0 - 100

$36K+*

24%

3+ facilities locally

Before

$12K - 20K

$250 - 3000

$18K

92% (6 months)

3 nationally


Questions


Chytas, Glykas, Valiris, (2000). A Proactive Balanced Scorecard, International Journal of Information Management. www.elsevier.com/locate/ijinfomgt

Kaplan, R. S., & Norton, D. P. (1992). The balanced scorecard—measures that drive performance. Harvard Business Review, January–February, 71–92.

Kaplan, R. S., & Norton, D. P. (1996b). The balanced scorecard—translating strategy into action. Boston, MA: Harvard Business School Press.

Kaplan, R. S., & Norton, D. P. (2004). Strategy maps: Converting intangible assets into 19 tangible outcomes. Boston, MA: Harvard Business School Press.

Gleason (2000), Managerial Accounting and Performance Management. St. Paul, MN: University of St Thomas.


http://www.elsevier.com/locate/ijinfomgt

http://www.elsevier.com/locate/ijinfomgt

pbsc + database + travelers

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