A Good Balanced Scorecard Strategy Map Tells the Story of Your Strategy

1
A Good Balanced Scorecard Strategy Map Tells the
Story of Your Strategy
The Revenue Growth Strategy
The Productivity Strategy
Improve stability by broadening the sources of
revenue from current customers
Improve operating efficiency by shifting
customers to more cost-effective channels of
distribution
Improve Returns
Financial Perspective
Improve Operating Efficiency
Broaden Revenue Mix
Increase Customer Confidence in Our Financial
Advice
Increase Customer Satisfaction Through Superior
Execution
Customer Perspective
Internal Perspective
Cross-Sell the Product Line
Shift to Appropriate Channel
Provide Rapid Response
Develop New Products
Understand Customer Segments
Minimize Problems
Increase Employee Productivity
Learning Perspective
Develop Strategic Skills
Align Personal Goals
Access to Strategic Information
2
A Good Balanced Scorecard Tells the Story of Your
Strategy Through A Set of Linked Cause and Effect
Hypotheses
Strategic Measurements
StrategicObjectives
(Lag Indicators)
(Lead Indicators)

• Return on Investment
• Revenue Growth
• Deposit Service Cost Change

• Revenue Mix

F1 - Improve Returns F2 - Broaden Revenue Mix F3
- Reduce Cost Structure
Financial
C1 - Increase Customer Satisfaction With Our
Products People C2 - Increase Satisfaction
After the Sale

• Share of Segment
• Customer Retention

• Depth of Relation
• Satisfaction Survey

Customer
I1 - Understand Our Customers I2 - Create
Innovative Products I3 - Cross-Sell Products I4
- Shift Customers to Cost-Effective Channels I5
- Minimize Operational Problems I6 - Responsive
Service

• New Product Revenue
• Cross-Sell Ratio
• Channel Mix Change
• Service Error Rate
• Request Fulfillment Time

• Product Development Cycle
• Hours with Customers

Internal

• Strategic Job Coverage Ratio
• Strategic Info Availability Ratio
• Personal Goals Alignment ()

L1 - Develop Strategic Skills L2 - Provide
Strategic Info L3 - Align Personal Goals

• Employee Satisfaction
• Revenue per Employee

Learning