Case Study - Managed Services Company
$4 billion managed services company identified several concerns with existing performance measurements:
- More than 94 metrics used across the seven lines of business (LOB’s).
- Not clearly linked to vision and strategy, mainly financial, internal, and historical.
- Inconsistently tracked, communicated, and available to users.
Challenge
- Develop a consistent and limited number of performance measures for each line of business utilizing the framework of the Balanced Scorecard
- Cascade the line of business Scorecards to the Region, District, and Front Line levels linking LOB vision and strategy to Front Line operations
- Design and develop a delivery system to enable tracking of actual performance against measurement targets
Results
- Replacement of monthly and quarterly reporting (President’s Report, Operating Report, etc.) with Balanced Scorecard measurements.
- Drill down capabilities to measure performance against targets for LOB, Region, District and Front Line.
- Increased individual motivation and accountability to achieve performance that is linked to strategic goals