We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Nobody downloaded yet

BSC Flexibility & the Customer Perspective - Essay Example

Comments (0) Cite this document
Summary
BSC Flexibility and the Customer Perspectives Insert Name Insert Institution Insert tutor Insert date Introduction The development of the balanced scorecard (BSC) approach has been a response to the critics of the traditional ways of accounting for knowledge-based organizations…
Download full paperFile format: .doc, available for editing
Polish This Essay96.8% of users find it useful
BSC Flexibility & the Customer Perspective
Read TextPreview

Extract of sample
"BSC Flexibility & the Customer Perspective"

Download file to see previous pages David P. Norton and Dr. Robert S. Kaplan pioneered the approach in the 1990s. The case study is from the British Airport Authority (BAA) at Heathrow Airport’s Terminal 5 project. They termed their balanced scorecard as the T5 BSC. T5 was a performance management system based on key performance indicators and measures. This paper also compares the Norton’s BSC approach to the T5 BSC approach. T5 BSC based on 5 key performance indicators, 10 key measures, and 37 performance data. The performance indicators were selected as high-level quality indicators to drive the project’s objectives & requirements, identify the stakeholders, agreement of benchmarks, performance of inspections and test from the begin to the completion of the project. The indicators related tot the key measures gave general directions of the project through enablers, monitoring progress, or ascertaining outcomes. The performance data were the metrics that were measured for each stage of the project. Team members did this in order to monitor performance. The key measures would be regularly reported and published (Basu, Little & Millard, 2009). The main objective of any measurement system should to encourage managers and other employees to work towards implementing the organization’s strategies. Through the translation of strategy into measure of the balanced scorecard, all parties can know objectives and goals. ...
roject, key performance indicators and key measures of the project were made to meet the requirements of the T5 Agreement and its complexity, spanning road, rail, and air constructions. The T5 balanced scorecard has incorporated the balancing principles of Norton’s balanced scorecard fours aspects i.e. learning & growth, customer, internal processes and financial. In the T5 BSC, the leading indicators are given by the benchmarks agreed & the verifications planned and work supervised. On the other, in Norton’s BSC, the leading indicators are given by learning & growth aspect. Considering the outcome indicators, the handover agreed and work complete in T5 can be related to the customer aspect in Norton & Kaplan BSC. Norton and Kaplan’s BSC aspect of internal process can be related to T5’s inspected and protected, and compliance assured measurement indicators. On further analysis, not all the measures as groups in each of T5 indicators act according to Kaplan and Norton’s BSC aspects. For example, the financial aspect relates to the total estimated cost of NCRs, a key measure of the compliance assured performance indicator. It can also be argued that the T5 KPIs and key measures have gaps related to the growth and financial BSC aspects but the assembly and manufacturing level performance indicators would not be expected to counter this. Kaplan and Norton’s Balanced Scorecard Aspects T5 Balanced Scorecard Customer Handovers confirmed RFT Closed outstanding work items Confirmed O&M manuals Confirmed Maintenance work plans Learning & growth Agreed test & inspection plans agreed Supervisors RFT-trained Financial Set Samples/benchmarks Total estimated cost of NCRs Internal processes Inspections with respect to the set benchmark & quality standards Checks confirming ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“BSC Flexibility & the Customer Perspective Essay”, n.d.)
BSC Flexibility & the Customer Perspective Essay. Retrieved from https://studentshare.org/management/1474033-bsc-flexibility-the-customer-perspective
(BSC Flexibility & The Customer Perspective Essay)
BSC Flexibility & The Customer Perspective Essay. https://studentshare.org/management/1474033-bsc-flexibility-the-customer-perspective.
“BSC Flexibility & The Customer Perspective Essay”, n.d. https://studentshare.org/management/1474033-bsc-flexibility-the-customer-perspective.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document
CHECK THESE SAMPLES - THEY ALSO FIT YOUR TOPIC
Performance management plan
Findings and discussion: Implementing PMS at Accenture 7 5.1 Application of BSC at Accenture 7 5.2 PMS at Organizational level: Integration of BSC with organizational strategies 8 5.3 PMS at Department level: Integration of BSC with functional objectives 9 5.4 At Individual level: An MBO perspective 10 6.
11 Pages(2750 words)Essay
The Balanced Scorecard (BSC) method of Lloyds TSB Bank
It describes different strategies Lloyds takes in order to accomplish the organisational objectives. The balanced scorecard provides a reasonable view of organisational performance. In Lloyds, BSC has assisted to disclose the major performance activities.
11 Pages(2750 words)Essay
Implementation of Balance Score Card (BSC)
It is called BSC as it attempts to balance between short and long term goals while maintaining balance between financial and non financial variable.Proponents of BSC claim that it has many beneficial features that makes it preferred choice;such as connecting vision with strategy and activities down the hierarchy;cause and effect relationship of performance drivers with outcome etc
10 Pages(2500 words)Essay
The Customer Service Perspective
Balance scorecard is a strategic planning tool which allows firms to apply management by objectives. Besides, it helps organizations to improve the communication channels between various departments and evaluate the performance of the levels of the organizations against the long-term strategic goals.
3 Pages(750 words)Essay
BSC Implementation & the Internal Business Process Perspective
What efforts did they make to assure employees would be receptive to, and accept the BSC initiative? Describe to what extent you believe their efforts paid off. The balance score board usually involves all sectors make up the activities of the organization they include the customer, suppliers inputs for each units it is represented by a score board in which a balance scoreboard measure is selected (Braam, 2012).
4 Pages(1000 words)Essay
Employment flexibility - Australian perspective
Moreover, the advantages and disadvantages of flexible working time are also presented in this paper. Introduction In this age of changing demographics and globalization, the perceptiveness over which the organizations operate is alternating significantly.
8 Pages(2000 words)Essay
The Balanced Scorecard
It critically evaluates the use of the "Balanced Scorecard as part of modern business management accounting. In addition the paper tries to understand the way in which performance can be assessed in terms of financial and non-financial measures and to appreciate the use of modern methods of performance measurement.
8 Pages(2000 words)Essay
Balanced Scorecard Implementation
Thus this study focuses on the needs and the subsequent problems, difficulties, issues and implications faced by organizations in implementing and integrating strategic information systems into the BSC framework through effective ERP systems. This research effort has particularly identified the existence of a positive correlation between an efficient ERP systems environment and the effective design, development, implementation and integration of information systems at the organizational level into the operational environment of the BSC framework.
22 Pages(5500 words)Essay
The Customer Service Perspective
The problem that occurs while using the balance scorecard technique is that it evaluates the performance in different perspective with the mission, vision and objective statement of the
2 Pages(500 words)Essay
Flexibility
Observation suggests that business organizations who have failed to earn due flexibility have turned out to be rigid enough for which they have failed to sustain in the changing business sphere. The concept of flexibility
12 Pages(3000 words)Essay
Let us find you another Essay on topic BSC Flexibility & the Customer Perspective for FREE!
Contact us:
+16312120006
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us