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Metrics Revisited……A Balanced Scorecardfor the Support Center Presented by: Pat Albright Heather Brizzi George Reichert Presented to: North Coast Chapter of HDI February 15, 2006
Objectives • Understand Balanced Scorecard Model • Understand Balanced Scorecard for Support Center Industry • Review Key Performance Indicators (KPIs) • Develop Your Own Balanced Scorecard
The Balanced Scorecard Model • Evolutionary management tool • Developed in 1990s • The Balanced Scorecard • By Robert S. Kaplan and David P. Norton, The President and Fellows of Harvard College (1996) • Provides framework for measurements based on: • Financial perspective • Internal perspective • Customer perspective • Innovation and learning perspective
A Balanced Scorecard Approachfor the Support Center Industry • HDI formed group to develop Balanced Scorecard for Support Center industry • Ron Muns (HDI) • Strategic Advisory Board (HDI) • Mark Ellis (Kronos) • HDI published Focus book • The Metrics Reference Guide (HDI Focus Book) • By Ron Muns (HDI) and Mark Ellis (Kronos) • Edited by Bob Last (HDI)
What is a Balanced Scorecard for Support Center Industry? • Provides framework for measurements based on: • Customer Satisfaction • Employee Satisfaction • Cost & Productivity • Organizational Maturity • Component of your “Metrics Program” • In addition to “management” and other reports • Does not replace current reporting (or lack thereof)
Glossary • Goal • Quantifiable and objectively measurable aims of an organization; in the Balanced Scorecard service and support context; Customer Satisfaction, Employee Satisfaction, Cost/Productivity, and Organizational Maturity • Scorecard • A collection of key measures that the organization has determined are tightly linked to its success or failure in executing strategy • Metric • A measure of anything; a system of related measures that facilitates the quantification of some particular characteristics • Key Performance Indicator • An actionable measure contained in a metric; KPI’s are metrics but not all metrics are KPI’s
Summary • Understand Balanced Scorecard Model • Understand Balanced Scorecard for Support Center Industry • Review Key Performance Indicators (KPIs) • Develop Your Own Balanced Scorecard