1
Planning Process
Where are we now?What’s happening out
there?Audit & Analysis, PEST & SWOT
How will we get there?Business Objectives, Targets,
Action
Where do we want to be?Vision, Mission, Values, Objectives
How will we know?Monitor, Evaluate, Report
Planning Process
Language of Planning
2
Balanced Scorecard Logic
For the want of a nailthe shoe was lost.
For the want of a shoethe horse was lost.
For the want of a horse the rider was lost.
For the want of a rider the battle was lost.
For the want of a battle the kingdom was lost.
And all for the wantof a horseshoe nail.
What?
How? What?
What?
How?
How?
Why?
Why?
4
Balanced Scorecard Perspectives
Customer &Stakeholder
Financial
Internal Process
Learning & GrowthStrategy
Vision MissionGoals
PESTSWOT
5
Balanced Scorecard PerspectivesPerspectives Key QuestionsCustomers/Key Stakeholders
To achieve our vision and goal, what do we need to achieve from a customer and stakeholder perspective?
Internal Processes In order to satisfy our customers and stakeholders expectations, what internal process must we excel at?
Learning and Growth If we are to excel at processes and deliver against customer expectation, what people development support is needed and how do we encourage innovation, change and continuous improvement?
Financial What do we need to achieve financially in order to satisfy our stakeholders’ expectations?
6
Corporate Perspectives
Learning & GrowthInnovationMotivation
People Development
FinancialIncrease IncomeImprove Margin
Return on Investment
CustomerLevel of Service
Market ShareSatisfaction
Internal ProcessReducing Cost
Speed of TransactionIntegrated Planning
7
Strategy Map
Vision and MissionValuesGoal
PESTSWOT
InternalProcess New
Rota
ManageNew Services
New Booking System
Multi-TaskApproach
Learning & Growth Annualised
Hours
Developing New Skills
Developing New
Services
Financial Reduce Unproductive
Cost
IncreaseCharges
ImproveMargins
CustomerWider Range of Services
ImprovedCustomer
Service
NewOpeningHours
Increased Revenues
Improved CRM
8
“If you’re not keeping the
score, you’re only practising”
Objectives
Measures…Targets
Initiatives/Action
Measure
Action
Ask How?
Measure
Action
Ask Why?
11
Initiatives/Action
Selection Criteria?Meet objectives
Impact on Performance Measure
Resources available
Time required
Capacity or capability to deliver
Filter
Potential Initiatives/Action
Prioritised Initiatives/Action Execution
12
Scorecards at Every Level
Corporate Level
Business Unit
Department / Location
Individual Appraisal
13
Strategic planning model …balanced approach and action-oriented Performance management system …what gets measured gets done
Not accredited …highly flexible, less resource intensive
Cascades down…scorecards at every level
Fits with EFQM and IIP …translates these into action
Needs time (6-12 months)
Critique - Summary
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