**No less than 3 pages** **If more info is needed, please be specific** (LIRN Re

Question

**No less than 3 pages**

**If more info is needed, please be specific**

(LIRN Resources) http://www.lirn.net/

(Balanced Scorecard Organizations) http://www.balancedscorecard.org/BSC-Basics/Examples-Success-Stories

Research Paper (30 points) Utilizing internet and LIRN resources identify an organization that recently, in the past five years, built and implemented the Balanced Scorecard. In your description provide which key performance indicators (KPI) they chose and why; the methods they utilized in measuring those indicators; and the success or filure of their implementation strategy. (Lesson 7) Background: The balanced scorecard suggests that an organization be viewed with respect to each performance indicator. Furthermore, that within each measurement category five key factors be selected in order to develop metrics, collect data and allow for analysis relative to each KPL-A decision to undertake development of a Balanced Scorecard is a decision to undertake a journey, not work on a project." The journey involves two phases: building and implementation. Essentially, the balanced scorecard answers four basic questions: How do customers see us? (Customer perspective) Can we continue to improve our corporate value? (Learning and growth perspective) What must we excel at? (Internal business perspective) How do our shareholders view us? (Financial perspective) a. b. d. The balanced scorecard has three basic assumptions: (1) a cause-and-effect relationship exists amongst measurement categories; (2) a strategic plan and/or business strategy exists and is in place; and (3) the most important drivers (measures of success) have been correctly identified Essentially by answering the four basic questions a company creates the benchmarks to which their strategic goals are set. Once the goals have been defined, and KPI metrics are articulated a strategic process map is drawn.

Explanation / Answer

I would like to choose a Balanced Scorecard that is followed in a Content Management Industry. The Key Performance Indicators (KPI's) used by this company are Productivity, Quality & Utilization. Let us see how these metrics are measured as goals/objectives and their performances are measured. These criteria focuses on answers to essential questions viz., how do customers see us, can this continue to improve our organizational values, Areas that as an organization we need to focus and our shareholders and financial perspectives.

Performance Management Model:

For this model, I would like to choose to explain the performance management system followed in "Content Management" Industry. The components of Performance management system are,

Goals & Objectives (Target Agreement):

Research Analyst – Content Indexing

Objectives& metrics:

1) To achieve my weekly article count target during appraisal period

Weekly article counts should be met 100% consistently within the production hours corresponding to proficiency measure of 120%

2) To achieve my quality target during appraisal period

3) To achieve my production hours on a weekly basis during appraisal period

4) To ensure that I do not take any unauthorized leave during the appraisal period.

5) Mentoring outliers to meet required performance levels (applicable for Analyst /Sr. Analyst level)

6) Adhering to process SOPs

7) Process Improvement Initiative

Objectives& metrics: Qualitative: Display adherence to the following:

Developmental accountabilities:

Personal Commitment in the Focus Area:

Stack Ranking:

Stack Ranking has two broad categories – Quantitative & Qualitative.

The quantitative category has 4 different parameters to measure the performance of analyst. Stack ranking has the Article counts, article/hour, Quality, Peak Error Rating & Utility.

Article Counts – Daily/Weekly:

Article per Hour:

Quality:

Peak Error Rating:

Utility:

Qualitative Parameter:

Incentive Structure:

Year-End Rating Structure:

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