Balanced Scorecard

Financial

Customers

If we succeed. how will

we look
l k to
t our
stakeholders

To achieve our vision, how

mustt we llook
k to
t our
customers?

Mission & Vision

Internal Processes

Internal Capacity

To 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

Cascading the Scorecard

Executive Level

AGENCY SCORECARD

Long Term Strategic Plan

Outcome Measures

HOW
do we get
it done?

Department Level
HOW
do we get
it done?

Annual Business Plans

Output Measures

FINANCIAL
CUSTOMER
OPERATIONS
INTERNAL CAPACITY

WHY are
we
e do
doing
g
this?

Program/Individual Level
Action Plans
Activity Measures

WHY are
we doing
this?

BUSINESS SCORECARD
FINANCIAL
CUSTOMER
OPERATIONS
INTERNAL CAPACITY

Program Scorecard
FINANCIAL
CUSTOMER
OPERATIONS
INTERNAL CAPACITY

Value Chain
Ultimate
Outcomes

Drivers
External Causes
Example: Economic
trends, case loads

Intermediate
Outcomes

Inputs
Example
s$$,
FTEs, IT,
Facilities

Immediate
Outcomes
Outputs

Activities
Business Processes
Examples: Issuing a
license, processing a
claim, making something

Products/Services
Examples: units
produced number
produced,
served, cases
processed
Used by: Supervisors

Note: Efficiency Measures

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

Customer Service

Examples: turn
around time, %
time meeting
expectations
Used by:
Managers

Satisfaction or
Behavior
Changes

Example:
customer
satisfaction
Used by:
Leadership

Societal or Mission
Level Results

Examples:
E
l
System or societal
changes
Used by: Policy
Makers