4. BENEFITS OF MEASUREMENT SUPPORT GOAL SETTING TRACK PROGRESS IMPROVE ACCOUNTABILITY IDENTIFY GAPS Supports Strategic Planning and Goal Setting Tracks progress towards goals Identifies parties responsible for success or failure in the system Facilitates Corrective actions to address performance gaps Copyright 2010. Amon Munyaneza
5. THE FOUR SIDES OF MEASUREMENT CLIENT How do our clients perceive us? What client needs do we meet? FINANCIAL What financial objectives must we accomplish to increase shareholder value? INTERNAL To satisfy our clients and share holders, in which activities must we excel? LEARNING AND GROWTH To achieve our goals, what skills and technology do we need to improve? Copyright 2010. Amon Munyaneza
6. THE MEASUREMENT MAP Develop Employee Satisfaction Enhance Employee Productivity Improve Employee Appraisal Systems LEARNING AND GROWTH Copyright 2010. Amon Munyaneza
7. THE MEASUREMENT MAP Achieve Operations Excellence Improve Customer Relationship Mgt Manage Dramatic Growth through Innovation Implement Good Company Policies and Systems INTERNAL PROCESSES Develop Employee Satisfaction Enhance Employee Productivity Improve Employee Appraisal Systems LEARNING AND GROWTH Copyright 2010. Amon Munyaneza
8. THE MEASUREMENT MAP (a.k.a SCORECARD) Nurture Customer Satisfaction Expand Market Share Increase Customer Acquisition CLIENTS Achieve Operations Excellence Improve Customer Relationship Mgt Manage Dramatic Growth through Innovation Implement Good Company Policies and Systems INTERNAL PROCESSES Develop Employee Satisfaction Enhance Employee Productivity Improve Employee Appraisal Systems LEARNING AND GROWTH Copyright 2010. Amon Munyaneza
9. THE MEASUREMENT MAP (a.k.a SCORECARD) Manage Company Cost Efficiencies Increase Company Revenue Growth FINANCIAL Nurture Customer Satisfaction Expand Market Share Increase Customer Acquisition CLIENTS Achieve Operations Excellence Improve Customer Relationship Mgt Manage Dramatic Growth through Innovation Implement Good Company Policies and Systems INTERNAL PROCESSES Develop Employee Satisfaction Enhance Employee Productivity Improve Employee Appraisal Systems LEARNING AND GROWTH Copyright 2010. Amon Munyaneza
10. THE MEASUREMENT MAP (a.k.a SCORECARD) Long Term Share Holder Value Manage Company Cost Efficiency Increase Company Revenue Growth FINANCIAL Nurture Customer Satisfaction Expand Market Share Increase Customer Acquisition CLIENTS Achieve Operations Excellence Improve Customer Relationship Mgt Manage Dramatic Growth through Innovation Implement Good Company Policies and Systems INTERNAL PROCESSES Develop Employee Satisfaction Enhance Employee Productivity Improve Employee Appraisal Systems LEARNING AND GROWTH Copyright 2010. Amon Munyaneza
