HPMD Seminar: An Introduction to Business Performance Measurement

HPMD Seminars...

Section:	Seminar Outlines
Subsection:	Scoreboarding
Topic:	An Introduction to Business Performance Measurement

Scoreboarding
An Introduction to Business Performance Measurement

© Copyright 1994, 1999 HP Management Decisions Ltd., All Rights Reserved.

Overview

Mission:	To learn how about the strategic role of measurement in running a business and the steps required to establish a business performance scorecard.
Objectives:	In this seminar you will learn: Current thinking about business performance measurement and how it differs from traditional measurement. The importance of external and non-financial measures to balance the internal and financial ones. How to identify the constituents of your business and their expectations How to develop a Balanced Scorecard of measures The role of rewards and incentives in a measurement program
Audience:	Department heads (V.P. or Director) and their direct reports.
Timeframe:	The seminar is designed for four half-day sessions, with assignments between each session.
See Also:	See our web-based scorecard application demo, and our scoreboarding consulting services.

Outline

1. WHY WE MEASURE

1.1	Historical Perspective
	Traditional Measures Quality Measures Measurement Timeline Measurement Trends The Balanced View of Measures The Value-Measure Chain
1.2	Benefits
	What Measurement is a Tool for Measurement Enables Change Measurement Program Goals
1.3	Summary
	Summary & Assignment

2. WHAT WE MEASURE

2.1	Constituency Analysis
	Definitions Identifying Constituents (Exercise #1) Types of Constituents
2.2	Critical Success Areas
	Definitions
2.3	Constituency
	Definitions
2.4	Primary CSA's
	Key Areas
2.5	CSA's in Balance
	External vs. Internal
2.6	Expectations and Perceptions
	Customer Satisfaction
2.7	Expectations
	Exercise #2
2.8	The Quad Matrix
	The Quad Matrix Key Questions Strategies Exercise #3
2.9	Objectives
	SMART Objectives Qualifications Components Examples Exercise #4
2.10	Summary
	Summary & Assignment

3. HOW WE MEASURE

3.1	Identify Primary and Secondary Measures
	Primary and Secondary Measures Measurement Pyramid
3.2	Gathering Measurement Data
	Types of Data Sources of Data All measures need an owner
3.3	Reporting Measures
	The Balanced Scorecard The Balanced Scorecard (an Internet example) Why a Balanced Scorecard? Scoreboarding Motivational Purposes Owners' Tasks Reporting Schedules The Measurement Lifecycle
3.4	Exercises
	Exercise #5 Exercise #6
3.5	Summary
	Summary & Assignment

4. WHAT WE DO WITH MEASURES

4.1	Incentives
	Incentives What is an Incentive? Incentives Complete the Loop A Word About Carrots vs. Sticks
4.2	Rewards
	Rewards Recognition Beware of Negative, "Boomerang" Rewards! Gifts Events Bonuses
4.3	Tying Compensation to Measures
	Types of Incentive-based Compensation Running the Pilot
4.4	Exercises
	Exercise #7
4.5	Summary
	Summary & Recap