To review and improve existing key performance measures to ensure they reflect key objectives.

Outline:

To comprehensively review your current set of key performance indicators (KPIs) to ensure that they reflect the objectives of the unit in delivering products or services to its customers and meeting the needs of each of its stakeholders.

Ensure that the key performance indicators are aligned with business unit objectives within each relevant perspective. The review would also seek to identify any gaps or redundancies in the KPI set. Other principles of performance measure design such as robustness, reliability, comparability, etc. would also be applied in making recommendations.

Review indicators of team processes and activities that measure drivers and enablers of team performance and point to action. Ensure that these are complete and test them for validity, reliability, etc. in relation to relevant KPI's. Highlight gaps and redundancies and make appropriate recommendations. Examine or specify lead measures of performance that provide early warning of problems or opportunities. Test these measures for timeliness, accuracy, etc. Highlight gaps and redundancies and make appropriate recommendations.

Produce a report that shows the relationships between the full set of performance measures by perspective, suggests modifications to these measures that will enhance their value to management, identifies gaps and redundancies, and makes recommendations to improve the overall value of the set of KPIs to the unit.

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To develop a comprehensive set of performance measures (KPIs).

Outline:

To identify and define the business perspectives used to provide a framework for the performance measures (eg financial perspective, customer perspective). Identify strategic initiatives (projects) and define how they impact on objectives.

Develop a set of key performance indicators (KPIs) that reflect the strategic objectives of the business unit within each of the identified business perspectives. Develop other performance indicators that measure drivers and enablers of the business unit KPIs and point to action. Develop lead measures of performance that provide early warning of problems or opportunities.

Outline expectations of the teams in the next layer of the organisation on which to base objectives and KPIs for each of those teams.

 

To clarify and communicate strategies and objectives.

Outline:

To clarify the vision, strategies and objectives of a business unit or organisation. Ensure that all members of the senior executive team have the same understanding and agree with these key driving elements for the organisation. Modify any elements that require minor change to make them clearer, more accurate, more consistent or more communicable. Provide the foundations for internal communications and the development of a Balanced Scorecard or similar business performance management framework.

 

An introduction of the Balanced Scorecard approach to strategic performance management.

Outline:

To clarify the team's understanding of the Balanced Scorecard as it might apply to its organisation. Ensure that the team has a rounded understanding of the Balanced Scorecard as much more than a means of performance measure feedback. Show how the Balanced Scorecard delivers improved results with illustrations from case studies. Bring out how it might be applied to the organisation and see under what conditions it will or will not work for an organisation. Summarise what may be involved in introducing the Balanced Scorecard to the organisation and identify any major retardants to implementation.

 

To plan the introduction of a Balanced Scorecard performance management framework

Outline:

To specify the goals of the initial implementation in terms of what is to be done, by when and at what cost. Outline the content scope of the project (eg. strategies and objectives, strategic projects, perspectives, primary drivers, and performance planning and monitoring processes). Define the organisational coverage of the project (eg. what organisational elements or teams are to be directly involved in planning and monitoring, who else is to receive reports, broad confidentiality policy, performance reward policy).

Specify the resource requirements for implementation. These include staff, external consultants, HR and training resources, IT resources, software for planning and monitoring, other software and hardware requirements. Prepare an initial timetable for the project - including target deadlines. Prepare the framework for an implementation budget.