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Metrics Revisited… …A Balanced Scorecard for the Support Center

Explore the application of Balanced Scorecard in support centers, understanding KPIs, and creating your own scorecard. Learn the framework for measurement like customer satisfaction and organizational maturity.

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Metrics Revisited… …A Balanced Scorecard for the Support Center

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  1. Metrics Revisited……A Balanced Scorecardfor the Support Center Presented by: Pat Albright Heather Brizzi George Reichert Presented to: North Coast Chapter of HDI February 15, 2006

  2. Objectives • Understand Balanced Scorecard Model • Understand Balanced Scorecard for Support Center Industry • Review Key Performance Indicators (KPIs) • Develop Your Own Balanced Scorecard

  3. The Balanced Scorecard Model • Evolutionary management tool • Developed in 1990s • The Balanced Scorecard • By Robert S. Kaplan and David P. Norton, The President and Fellows of Harvard College (1996) • Provides framework for measurements based on: • Financial perspective • Internal perspective • Customer perspective • Innovation and learning perspective

  4. A Balanced Scorecard Approachfor the Support Center Industry • HDI formed group to develop Balanced Scorecard for Support Center industry • Ron Muns (HDI) • Strategic Advisory Board (HDI) • Mark Ellis (Kronos) • HDI published Focus book • The Metrics Reference Guide (HDI Focus Book) • By Ron Muns (HDI) and Mark Ellis (Kronos) • Edited by Bob Last (HDI)

  5. What is a Balanced Scorecard for Support Center Industry? • Provides framework for measurements based on: • Customer Satisfaction • Employee Satisfaction • Cost & Productivity • Organizational Maturity • Component of your “Metrics Program” • In addition to “management” and other reports • Does not replace current reporting (or lack thereof)

  6. Sample Balanced Scorecard (Business)

  7. Balanced Scorecard for Support Center

  8. Balanced Scorecard for Support Center

  9. Glossary • Goal • Quantifiable and objectively measurable aims of an organization; in the Balanced Scorecard service and support context; Customer Satisfaction, Employee Satisfaction, Cost/Productivity, and Organizational Maturity • Scorecard • A collection of key measures that the organization has determined are tightly linked to its success or failure in executing strategy • Metric • A measure of anything; a system of related measures that facilitates the quantification of some particular characteristics • Key Performance Indicator • An actionable measure contained in a metric; KPI’s are metrics but not all metrics are KPI’s

  10. Summary • Understand Balanced Scorecard Model • Understand Balanced Scorecard for Support Center Industry • Review Key Performance Indicators (KPIs) • Develop Your Own Balanced Scorecard

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