Strategy is how an organization intends to create value for its stakeholders. "If we succeed, how will we look to our shareholders?” The Strategy Private Sector Organizations Financial Perspective "To achieve our vision, how must we look to our customers?” Customer Perspective "To satisfy our customers, at which processes must we excel?” Internal Perspective "To achieve our vision, how must our organization learn and improve Learning & Growth Introducing Strategy Maps A simple model of the value creation process
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Strategy is how an organization intends to create value for its stakeholders.
"If we succeed, how will we look to our shareholders?”
The Strategy
Private Sector Organizations
Financial Perspective
"To achieve our vision, how must we look to our customers?”
Customer Perspective
"To satisfy our customers, at which processes must we excel?”
Internal Perspective
"To achieve our vision, how must our organization learn and
improve
Learning & Growth
Introducing Strategy Maps
A simple model of the value creation process
Sample Strategy Map: Consumer BankIn
tern
al P
roce
ss
…which is all about great products and personal service…
Cust
omer
…enduring value-added relationships…
Fina
ncia
l
“Our success comes from…
C3 - “Appreciate me, and get things done easily, quickly,
and right.”
C1 - “Understand me and give me the right
information and advice.”
C4 - “Be involvedin my communities.”
C2 - “Give me convenient access to the right
products.”
F1 - Achieve sustainable double-digit net income growth
F2 - Maximize traditional revenue
sources
F4 - Manage financial resources for maximum risk-
adjusted return
F3 - Grow non-traditional revenue
sources
Lear
ning
and
Gr
owth
…delivered by a motivated & prepared work force.”
L4 - “We have the information and tools we
need to do our jobs.”
L1 - “We develop, recognize, retain, and hire
great people.”
L3 - “We understand the strategy and know what
we need to do.”
L2 - “I’m developing the skills I need to succeed.”
Provide premium service to delight and retain valuable
customers
Maximize efficiency and quality of business processes
Focus on the critical few activities
Consistently deliver the full value proposition
Migrate customers to the right channel
Identify and recognize high-potential relationships
Segment markets and target prospects
Communicate the full value proposition
Broaden offering through internal & external partnerships
Develop attractive new products & services
The Balanced Scorecard for Consumer Bank
Perspective
Financial PerspectiveF1 Increase earnings per shareF2 Add and retain high value customersF3 Increase revenue per customerF4 Reduce cost per customer
Strategic Objectives Strategic Measures
Customer Perspective
Customer Management
Inte
rnal
Pers
pect
ive
Human Capital
Lear
ning
& G
row
thPe
rspe
ctiv
e
Product Innovation
Operations Management
Information Capital
Organization Capital
• Net income (vs. plan)• Revenue mix (by target segment)• Revenue per customer• Cost per customer
C1 Become a trusted financial advisorC2 Provide superior service
• Customer satisfaction (survey)• Share of wallet• Target customer retention
I1 Understand customer segmentsI2 Shift to appropriate channelI3 Cross-sell the product line
• Share of segment• Channel mix change• Cross-sell ratio
I4 Develop new products • Revenue from new products (%)
I5 Minimize problemsI6 Provide rapid response
• Service error rate• Request fulfillment time
L1 Insure readiness of strategic jobs • Strategic job readiness
L2 Insure availability of strategic info • Information portfolio readiness
L3 Create a customer-focused cultureL4 Build cadre of leadersL5 Align the organizationL6 Best practice sharing
• Customer survey• 360° Survey (leadership model)• Strategic awareness survey• Personal goals aligned to BSC (%)• KMS utilization/currency
Responsible Citizen I7 Build diversity reflecting community • Diversity mix versus community
Targets
+$100M30%(A) 70%(B)
$300$75
90%50%90%
30%40%2.5
50%
0.%< 24hrs
1.0
100%
100%
100%70%90%
100%100%
Sample Strategy Map: Healthcare
INTERNALTo satisfy our customers, at which operational processes must we excel?
Clearly communicate expectations and accountabilities aligned with strategic
priorities
FINANCIALTo financially sustain our Mission, on what must we focus? Implement Managed Growth
Vision:XYZ is a values-driven, integrated organization which will be recognized for excellence in customer service,
quality patient care, financial strength, and support of community health
CUSTOMERTo achieve our Vision, how should we appear to our customers?
Specialty Care Patients / Referring Physicians
Primary Care Patients Payers/Employers
Maximize High Margin, Market Opportunities 1
Easy Access
Deliver Cost Efficient Care
Optimize Staff Efficiency
Excellent service Personalrelationships
Leadingedge technology
Leadingedge expertise
Innovativeprograms
Price competitiveservice
Continually Develop Sub specialized Clinical Excellence
Provide Outstanding Customer Service
Build a Strong Financial Base to Sustain our Mission and Achieve our Vision
LEARNING & GROWTHHow will we sustain our ability to change and improve?
Create an environment to support employee engagement & commitment
to the mission
Redesign operations for efficiency and effectiveness
Clinical Practice Management
Strive for Operational Excellence
Develop research opportunities aligned with targeted growth
areas
Develop leading edge techniques and programs
Friendly, attentive interactions
Recruit & retain qualified staff
Implement technology & develop facilities & infrastructure to support internal processes
Develop Leadership & Management Talent
On-Time Service
Strategy describes how an organization intends to create value for its shareholders.
Strategy maps are simple models of the value creation process.
"If we succeed, how will we look to our shareholders?”
The Shareholder
Private Sector Organizations
The Mission Stakeholder
Government & Non-Profit Organizations
Financial Perspective
"To achieve our vision, how must we look to our customers?”
Customer Perspective
"To satisfy our customers, at which processes must we excel?”
Internal Perspective
"To achieve our vision, how must our organization learn and
improve
Learning & Growth
“To satisfy our customers, financial donors and mission, what business
processes must we excel at?”
Internal Perspective
“To achieve our vision, how must our people learn, communicate, and work
together?”
Learning & Growth
"If we succeed, how will we look to our taxpayers
(or donors)?”
"To achieve our vision, how must we look to our
customers?”
Customer PerspectiveFiduciary Perspective
Architecture for an Association Strategy Map
The Mission Stakeholder
Associations: Member-Based Organizations
“To satisfy our members, financial donors and mission, what business processes
must we excel at?”
Internal Perspective
“To achieve our vision, how must our people learn, communicate, and work
together?”
Learning & Growth
"If we succeed, how will we look to our donors?”
"To achieve our vision, how must we look to our
members?”
Member PerspectiveFiduciary Perspective
ADA Strategy MapADA’s Mission, Vision, Goal and Values
Mission: To prevent and cure diabetes and to improve the lives of all people affected by diabetes
Vision: To make an every day difference in the lives of people affected by diabetes
Goal: By 2007 we will continue to be the leading diabetes organization and will support our programs of research by increasing our income to $300MM while improving net margin
Values: Integrity, Passion for making a difference, inclusion, leadership, ownership, trust
Strategy Map: American Diabetes AssociationBoard of Directors StakeholderInformation SeekersConstituent
High Impact Individuals
Community Volunteer Leadership
High Risk Individuals
People Affected by Diabetes
Professional Section
Donors
Corporate Community
The Strategy Map design begins with a clear definition of:
• The Stakeholders (like “shareholders”)
• The Constituents (like “customers”)
Board of Directors
Progress Toward Prevention/Cure
Stakeholder
Improve Quality of
Life
Information SeekersConstituent
High Impact Individuals
Community Volunteer Leadership
High Risk Individuals
People Affected by Diabetes
Professional Section
Donors
Corporate Community
Improve Quality of
Care
• Analysis of constituent needs leads to clear, concise definitions of the constituent objectives that we will attempt to satisfy
(like a “customer value proposition”)
Strategy Map: American Diabetes Association
Board of Directors
Progress Toward Prevention/Cure
Stakeholder
Improve Quality of
Life
Improve Quality of
Care
Information Seekers
Financial
Increase Net Margin
Constituent
High Impact Individuals
Community Volunteer Leadership
High Risk Individuals
People Affected by Diabetes
Professional Section
Donors
Corporate Community
Grow Revenues
Operate Efficiently
• The Financial strategy for an association plays a “support role”, unlike the private sector where it is the ultimate measure of effectiveness
• Nonetheless, the financial strategy is structurally similar and no less intense
Topic #2 – How did they create Strategy Focused Organizations
#1. They translated their strategies to operational terms
#2. They put strategy at the center of their management process
STRATEGY
Management
Process
TranslateExec Leadership
Motivate
Align
Gove
rn
STRATEGY
Balanced Scorecard
Strategy Maps
There is a consistent set of “best practices” applied by successful BSC users.
1.1 Top leadership committed
1.2 Case for change clearly articulated 1.3
Leadership team engaged 1.4 Vision and strategy
clarified 1.5 New way of managing understood
1.6 Program manager identified
5. GOVERN TO MAKE STRATEGY A CONTINUAL PROCESS
3. ALIGN THE ORGANIZATIONTO THE STRATEGY
3.1 Corporate role defined3.2
Corporate – SBUs aligned3.3 SBU – Support
units aligned 3.4 SBU – External Partners aligned
3.5 Board of directors aligned
5.1 BSC reporting system established 5.2 Strategy review meetings conducted
5.3 Planning, budgeting, and strategy integrated
5.4 HR and IT planning linked to strategy
5.5 Process management linked to strategy
5.6 Knowledge sharing linked to strategy
5.7 Strategy Management Office
established
2.1 Strategy map developed2.2 Balanced Scorecard
created2.3
Targets established
2.4 Initiatives rationalized
2.5 Accountability assigned
4.1 Strategy awareness created4.2 Personal goals aligned4.3 Personal incentives aligned4.4 Competency development aligned
4. MOTIVATE TO MAKE STRATEGY EVERYONE’S JOB
STRATEGY-FOCUSED
ORGANIZATION
BEST PRACTICES
2. TRANSLATE STRATEGY TO OPERATIONAL TERMS
1. MOBILIZE CHANGE THROUGH EXECUTIVE LEADERSHIP
Principles of the Strategy-Focused Organization
Mobilize Change through Executive Leadership1
A successful Balanced Scorecard program starts with a recognition that it is not a metrics project…
IT’S A CHANGE PROCESSBest Practices
1.1 Top leadership committed1.2 Case for change clearly articulated1.3 Leadership team engaged1.4 Vision and strategy clarified1.5 New way of managing understood1.6 Program manager identified
Principle 1: Mobilize Change through Executive Leadership
The executive team is responsible for overseeing the formation and execution of strategy.
Formulate & Communicate The Strategy
Oversee Execution of The
Strategy
Executive Team
CIO
SMO
CFO
CEO
MKTG
OPS
R&D
HRO
Held together bya shared view of
the strategy
Organization: ATT Canada Practice: 1.3 – Leadership Team Engaged
Longer Term (3-5 year) View Shorter Term (Annual) View
Strategy
“Leadership”
Tactics
“Management”
• Service level spot check rating
• Electronic notes project
• Dept. Chairs• Complete by 2004
• All patients logged in
• $ xxxx• Keep patients informed
• ‘04 xx%• ‘05 xx%• ‘06 xx%Fi
nanc
ial • Grow high-
margin service
• % revenue from high-margin services
• ‘04 xx%• ‘05 xx%• ‘06 xx%
• Develop organization- wide survey
• ‘04 xx%• ‘05 xx%• ‘06 xx%
Strategy and Map
L4
P1 P2
F1
F2
C1
Principles of the Strategy-Focused Organization
Align the Organization to the Strategy3
Best Practices3.1 Corporate role defined3.2 Corporate & SBUs aligned3.3 SBU & Support units aligned3.4 SBU & External partners aligned3.5 Board of Directors aligned
Principle 3: Align the Organization to the Strategy
BSC provides a framework for describing strategy and managing its execution (“Strategy Focused Organizations”)
BSC provides a framework for aligning the governance process and promoting greater transparency
MAN
AGEM
ENT
GOVERNANCE
Employees
ShareholdersBoardCEO
Corporate
Group
Division
SBU SBUSBUSBUSBU
The process of “cascading” creates synergy. It must be based on a clear understanding of the corporate role.
“Corporate Role”
Organization Derived Value (Synergy)
Scorecard Cascade
Customer Derived Value
The Balanced Scorecard aligns priorities throughout the enterprise.
Principles of the Strategy-Focused Organization:
Make Strategy Everyone’s Job
Top-Down “Bridging Process” To Share the Strategy & Align the Workforce
Bottom-Up Process to Internalize & Execute the Strategy
CORPSBU
The Strategy Focused Workforce
4
Best Practices4.1 Create strategic awareness4.2 Align personal goals4.3 Align personal incentives4.4 Align competency development
Principle 4: Making Strategy Everyone’s Job
HR processes are essential for moving strategy from the top to the bottom
EBITDAMEANING: Earnings Before Interest, Taxes, Depreciation and Amortization. In other words, the money we make.
HOW CAN YOU HELP?Saving money where you can - turn off lights when you leave a room, utilize only the amount of product needed to complete a task, order only what you need, submit ideas to the D.A.D.S. program, upsell to guests, refer your family and friends to the resort, restaurants, golf, salon and retail outlets.
2001 Goal: $XXX,000
REV PARMYSTERY SHOPPER
COMMENT CARDSTEAM MEMBER SURVEY
CUSTOMER SATISFACTIONSTANDARDS
The Personal Scorecard at Tapatio Cliffs
Continuing Education and Communication
The Results – Keeping score is a continuous process.
The Payoff at Tapatio Cliffs
Principles of the Strategy-Focused Organization
Govern to Make Strategy a Continual Process5
Best Practices5.1 BSC reporting system established5.2 Strategy review meetings conducted5.3 Planning, budgeting and strategy integrated5.4 HR and IT planning linked to strategy5.5 Process management linked to strategy5.6 Knowledge sharing linked to strategy5.7 Strategy Management Office established
Principle 5: Govern to Make Strategy a Continual Process
Continuous Improvement
Integrated Planning
Review & Learning
Reporting & Analysis
Organizational Alignment
Human Capital Alignment
Strategy
Leadership
Strategy Management—An Integrated Closed Loop Process