Developing a Public Sector Scorecard: Achieving Breakthrough Results In Service Delivery and Performance : Market Research Report

Developing a Public Sector Scorecard: Achieving Breakthrough Results In Service Delivery and Performance

Published: Oct. 1, 2004 - 200 Pages

Author Profile
Acknowledgements
Business Intelligence
Preface
Chapter 1: The Balanced Scorecard: a strategic focus on performance management: Overview; A New Era for Performance Management; The Origins of the Balanced Scorecard; The Role of Strategy Mapping; Five Features of Strategy-focused organizations; Making the Scorecard the Focus of Management Activity; Problems and Failure Factors; Examples of Scorecard Benefits in the Private Sector
Chapter 2: Strategy Maps, Strategic Goals and Performance Perspectives: Overview; Public Sector Scorecard Pioneers; Building and Using the Scorecard: the experience of ten case study organizations; The Flexibility and Adaptability Factors; The Use of Strategy Maps in the Public Sector; Identifying Key Strategic Objectives; Rejecting a Single-activity Focus with a Range of Objectives; Getting the Performance Perspective Balance Right; Determining Which Performance Perspectives to Represent; Setting the Priority Performance Perspective; The Quest for a Standard Public Sector Scorecard; Action Points
Chapter 3: Key Performance Indicators and Measures: Overview; Measures - Risk, Practicality and Value Issues; Selecting the Right Number of Performance Indicators; Making Indicators Meaningful; Achieving the Right Balance Between the Types of Indicator Used; Narrative Commentaries on Performance; Ensuring Measures are Relevant and Practical; Ensuring Data Quality; Keeping the Number of Measures under Control; Criteria for Prioritizing Measures; Action Points
Chapter 4: Planning and Implementation - Principles and Practices: Overview; Customizing the Scorecard for Individual Organizational Needs; The Power and Influence of Leadership; Teasing Out the Leadership Issues; Top-down and Consultative Leadership Styles; Distributed Leadership and Local Champions; The Culture Factor; Embedding the Scorecard in the Organization: the cascade principle; Building a Long-term Scorecard Resource; Consultants: when to use them and how to choose them; Approach the Scorecard as a Programme, not a Project; Common Problems and Troubleshooting; The Scorecard Development Team; A Seven-point Action Plan for Developing a Strategic Balanced Scorecard; A Seven-point Action Plan and Workshop Schedules; Three Workshops to Support the Scorecard Design and Implementation Process
Chapter 5: Scorecard Managers - Roles Responsibilities, Skills and: Competencies; Overview; The Organizational Role and Position; Background and Experience; Gaining Scorecard Knowledge; Skills and Capabilities; Managing the Scorecard Team; The Future Role of Scorecard Managers; Critical Success Factors for the Scorecard Manager: advice for continuing success; The Dividends from the Job
Chapter 6: Public Sector Scorecards in Action: Executive Overview; Lessons Learnt; The Senior Management Buy-in Challenge; The Trouble with Measures; Communication Difficulties; Simplifying the Scorecard; Meeting the Challenges of Scorecard Development; Benefits Achievement
Chapter 7: Success Factors and Best Practice Examples: Establishing the Case for Introducing a Balanced Scorecard; Aligning Compensation and Appraisal Systems with the Balanced Scorecard; Automating the Balanced Scorecard; Communications Effectiveness; Creating Enterprise Level Strategy Maps and Balanced Scorecards; Delivering Business Benefits from the Scorecard; Devolving the Scorecard to Operational and Functional Levels; Implementation Learning Points; Leadership from the Top; Linking Budgeting and Strategies; Programme Management; Scorecard Architecture Variations; Strategic Feedback Systems; Strategic Initiatives; Establishing the Case for Introducing a Balanced Scorecard; Using External Consultants for Scorecard Creation and Implementation; Using the Balanced Scorecard with Quality Models; The Case for Introducing a Balanced Scorecard

Abstract

All those who work in the public sector know that performance measurement has become an increasingly dominant part of their life. One of the recent additions to the performance management portfolio is the balanced scorecard. Now widely used in the private sector, it has proven to be one of the most popular and adaptable to the needs of the public sector. As many organizations have discovered, it can help them to achieve the kinds of improvement that seemed elusive in the past.

Whether you are planning a scorecard initiative or have already launched your programme, Developing a Public Sector Scorecard, a new management report from Business Intelligence, gives you exclusive insights into planning, implementing and sustaining a scorecard programme. Focusing primarily on ten organizations that have successfully applied the scorecard, this report looks in detail at the problems they encountered on the way, the changes that they had to make, the resources they had to put in place and finally the impact on their performance

For the first time, this report synthesizes the experience of a number of pioneers to show you how they achieved significant improvements in service delivery and performance management.

Developing a Public Sector Scorecard shows you how to apply the balanced scorecard to meet your organization’s unique strategic performance requirements. The report is illustrated throughout with:

Examples of strategy maps and scorecards
Comparative analysis of the main case study scorecard practices, lessons and challenges
Case reports and examples from public sector scorecard implementations.

Developing a Public Sector Scorecard gives you the practitioner’s view of how to meet the scorecard challenge.

Twenty Lessons for Effective Scorecard Planning and Implementation Developing a Public Sector Scorecard shows you how to:

Develop a scorecard using the Report’s seven-point action plan
Design and format a scorecard to reflect your performance priorities
Use strategy mapping to specify your key objectives
Master the principles of effective scorecard implementation
Prioritize performance improvement initiatives against strategic imperatives
Build the right scorecard resources and skills for sustained success
Capitalize on transferable lessons learnt by other public sector organizations
Establish realistic criteria for assessing your scorecard’s success
Apply the scorecard to streamline performance measurement across the organization
Engage staff at all levels in meeting strategic goals
Report performance more effectively to stakeholder groups
Create a performance culture
Deliver improved service to the community
Balance short-term goals with long-term objectives
Integrate the scorecard with quality management frameworks
Gain the buy-in of senior managers and operational staff
Make the scorecard the way your organization is managed
Apply the scorecard as a motivational tool
Profile the skills and capabilities needed by scorecard managers
Overcome the most common problems in planning and implementation

These are just some of the invaluable lessons that are captured in Developing a Public Sector Scorecard.

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Developing a Public Sector Scorecard: Achieving Breakthrough Results In Service Delivery and Performance

Table of Contents

Abstract