PERFORMANCE DASHBOARDS & SCORECARDS

Background

Our client had a lack of performance management with no dashboards, scorecards or objective measurement of business indicators leading to loss of business through missed selling opportunities, lack of customer focus and critical Project delays. Further more, pack of performance measurement had developed a negative blame culture.

Methodology

Critical actions required for successful strategy implementation were identified, and performance measurement yardsticks were developed.

Business Outcomes

Scorecards were developed for senior managers and process managers. MIS reporting structures were formulated.

Senior Manager Scorecard

• Customer franchise development
• Strategic cost management
• Risk management
• Financial performance
• Contributions to local community

Process Manager Scorecard

• Effectiveness measures comprising critical-to-quality measures from customers’ point of view
• Efficiency measures comprising risk and cost management from shareholders’ point of view

MIS reporting

• For diagnosing the issues and planning of corrective actions