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1. Research & Design Strategy Map
Perspective
Developing a cost
effective R&D
service
Delivering insights
& propositions to
customers
Financial Deliver a
service
perceived
by
customers
as value for
money
Develop a
cost
structure
that
generates
revenue
Develop a
cost
structure
that builds
customer
loyalty
Deliver
services
that are
cost
effective
Customer
Build
relationships
with
customers
that satisfy
their needs
Ensure R&D
helps BSC
deliver its
savings &
strategic
objectives
Anticipate
need to
investigate
technology
by new or
potential BSC
customers
Ensure
research &
design
produced is
of a high
quality

2. Business
Process
Quality Expectations
Efficiency Timeliness Responsiveness Reputation Relationships
Develop a
robust process
to ensure it
delivers quality
expectations
Handle issues
effectively
during
provision of
service
Develop a
business model
to ensure it can
deliver value to
customers
Create
awareness &
attract
attention for
R&D services
Operations
R&D Process
R&D Plan
R&D Business
Model
Prioritisation
Support
Development of
support
Awareness raising
Management of
support
Issue handling
Design
R&D Process
R&D Methods
Principles
KCC Commissioning
Framework
BSC Operating
Model (TBC)
ICT Strategy (TBC)
R&D Criteria for
Analysis
Learning
& Growth Establish roles
&
responsibilities
to ensure work
is delivered
Ensure team
understand
purpose of R&D
Process and
how to apply it
Develop
specialist
expertise in key
areas to
anticipate
future demand
Encourage
Team to work
with customers
& partners to
improve R&D
process