Implementing Law Firm Strategy Using a Balanced Scorecard by Sterling on January 30, We have seen a spike of interest in the Balanced Scorecard since our December strategy question of the month focused on what kinds of measures law firms are using. As regular readers will recall, the only measures firms are using with a high degree of consistency and reliability are financial measures.
In some cases, goals and business strategies remain in the planning stage. A proactive HR department can drive a process that will turn strategies into effective HR practices.
One way to accomplish a successful alignment is to create a balanced scorecard. One purpose of a scorecard is to demonstrate value for such multiple stakeholders as customers, employees and investors.
Financial Component The financial component of the balanced scorecard includes how well the company is doing financially with revenue and expenses. Financial considerations include salaries, cost of benefits, training, travel expenses, equipment, supplies, rent and taxes.
This information can assist HR in determining ways to cut costs in certain areas. For example, HR may decide that benefits are a major portion of revenue and research more economical alternatives.
Also, a change in travel policy may result in less air travel expense. Customer Component The customer component of the balanced scorecard includes such areas as customer satisfaction, delivery of product and quick response to customer issues.
Customer concerns can include the quality of the product and the costs incurred for packing and shipping a product. HR can send out surveys to customers to determine their levels of satisfaction and concerns. The company can then give attention to those areas and make immediate improvements if necessary.
Processes Component The processes component of the balanced scorecard relates to the internal processes the company uses to get the work done. Such areas as information technology hardware and software may be considered to determine efficiency in time and cost.
Also, the company needs to detail and report accounting functions according to accounting rules. HR also can identify if the processes, including recruiting, staffing, orientation and maintaining employees, are providing the desired business results.
Learning and Growth Component The learning and growth component of the balanced scorecard refers to how much the company has learned and improved during the years of operation.
In reviewing this area, employee satisfaction and morale are two critical factors. Other areas include continuous improvement and change. HR can work to improve weaker areas by developing strong performance improvement and training programs.
Establishing award and recognition programs may be another HR strategy practice identified by the scorecard. References 2 Homeland Security Affairs: She has enjoyed a year career in the field of human resources and works as a HR consultant to small and medium businesses.One way to accomplish a successful alignment is to create a balanced scorecard.
One purpose of a scorecard is to demonstrate value for such multiple stakeholders as customers, employees and investors. The key benefits to delegates include: Deeper knowledge and understanding of the Balanced Scorecard A systematic methodology for developing and managing a Balanced Scorecard.
benefits of the balanced scorecard Some of the benefits of the balanced scorecard can be listed as under: It aligns key performance indicators with the overall strategy of the organization, and in the process facilitates effective measurement of realized strategy .
A Critique of the Balanced Scorecard as a Performance Measurement Tool Emad A.
Awadallah Balanced Scorecard, Performance Management Tools, Management Control Systems 1. Introduction customer satisfaction is more important than financial measure and key performance measures are benchmarks, compliance assured, verification planned, work. A Balanced Scorecard for Customer Support Building the Business Case for Improving Problem Resolution Sponsored by Kanisa Inc.
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