Strategy Management, including Balanced Scorecards
We help clients achieve strategic alignment by developing and managing strategies that focus everyone’s efforts on achieving the organization’s desired end results. Our approaches help clients manage complexity by using clear logic chains to create value in their organization or community. While our strategy projects take many forms, they generally range from strategy mapping to developing balanced scorecards. We also help clients develop or improve strategic plans. In addition to organizational strategy maps, plans, and scorecards described here, we provide a special Community Balanced Scorecard methodology for collaborative efforts by multiple partners addressing complex community issues.
- Strategy maps provide a clear path for an organization to build on its assets and focus its policies, services, and improvement efforts to achieve desired outcomes. Strategy maps are powerful communication tools that ensure all participants, from managers and employees within an organization to external partners, understand their strategic roles and understand how they and others contribute to realizing a community or organizational vision.
- Balanced scorecards build on strategy maps to connect actions and performance measures to a client’s strategy and help the client guide strategy implementation and improvement. We have helped clients develop balanced scorecards and use their scorecards over time to focus improvement efforts and revise their strategies to stay on track toward achieving their goals.
- We led balanced scorecard development for Los Angeles County’s Internal Services Department (ISD) in partnership with the KH Consulting Group. We helped ISD’s executive team and four divisions develop strategy maps that focused their strategic plans, and develop performance measures for their scorecards. The measures were approved by the Board of Supervisors and included in the County’s performance budget, and the ISD director won a County award for the effort.
- We are working with the National Association of County and City Health Officiala and the Office of the Civilian Volunteer Medical Reserve Corps of the Surgeon General's Office to develop a strategic road mapping methodology and train Medical Resrve Corps (MRC) leaders from communities across the country in its use. After testing, we will refince and document this strategic planning approach for use by many more of the nation's nearly 900 MRCs.
- We partnered with the Association of State and Territorial Health Officials to assist the Delaware Division of Public Health in strategic planning and accreditation preparation using our balanced scorecard strategy mapping approach as the core tool.
- We helped the Hartford Public Library develop and launch its balanced scorecard and managing-for-results strategy. In the years that followed, the Library reengaged us for coaching in strategy implementation, including improving external performance reporting and using strategic performance data to improve services.
- For the City of New York’s central information technology agency, we designed and facilitated strategic action planning for all management levels to help the agency shift from a monopoly to a customer focus, providing “utility” services and competing for other business.
- We helped the New York State Workers Compensation Board’s Information and Management Services Division develop a strategy map to focus its strategic planning and performance measurement efforts.
- For Vice President Gore’s National Performance Review, we conducted a strategic plan review for the Social Security Administration (SSA) that led to incorporation of citizen perspectives into SSA’s strategy and major customer service improvements for the millions of Americans served by SSA. Most notably, in the ensuing years SSA became the top-ranked organization in the country in toll-free phone delivery of customer service, beating out high-performing private companies in independent surveys.
- Association of State and Territorial Health Officials
- Delaware Division of Public Health
- Los Angeles County
- Public Health
- Internal Services Department
- Human Resources Department
- National Association of County & City Health Officials
- Hartford Public Library
- City of New York
- Fire Department
- Computer and Data Communications Services Agency
- Department of Information Technology and Telecommunications
- State of New York
- Workers Compensation Board
- Office for the Aging
- Fund for the City of New York
- U.S. Social Security Administration, through the National Performance Review