Balanced Scorecards: Maintaining Effectiveness
"You should be able to tell from your Scorecard what your IT department's strategy is." Balanced KPI Scorecards, Forum report, 2007
How do you design a balanced scorecard to continually drive the service forward? Once implemented, how can effectiveness best be maintained?
Whether your IT services are delivered internally or by a third party, it's vital that performance and the perception of the service are measured. Balanced Scorecards can be used to drive improvement, but only with appropriate design and management. Getting the Business and stakeholders to buy-in is critical, and bringing in representative measures of 'softer' elements such as staff and communications is vital if your aim is to effect behavioural change.
Consequently, many organisations find themselves reviewing the effectiveness of their Balanced Scorecards - do they meet the goals for which they were originally instigated? How should such a review take place? Attendees at this workshop will benefit from a presentation which addresses just this question.
Join this workshop for an opportunity to identify ways to maximise the potential and understanding of best practice policy when implementing, measuring and updating a Balanced Scorecard.
Who should attend
The final agenda will be developed through consultation amongst delegates - provisional discussion areas include:
- Presentation: The Co-operative Banking Group, Sam Vickerman - "Finding The Right Balance"
- Sourcing the Data
- Measurement and Reporting
- Maintaining focus on the reasoning for scorecards and benefits
- Recognising what happens when a measure is not achieved
- Establishing SLTs (Service Level Targets) for each KPI
- How is the scorecard presented?
- Driving Change
- Creating the right behaviours
- Convincing your audience to believe what the scorecard is telling them
- Supporting relationships (internal and external) and improving effectiveness
- Designing a balanced scorecard that is useful for both parties and genuinely drives the service forward
- Who produces the scorecard, the supplier or the client?
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