Performance Scorecards Measuring the Right

Base your business decisions on up-to-the-minute "snapshots" of your company's performance. Because they can be customized to track indicators specific to your organization's success, Performance Scorecards are a busy manager's best resource for quickly aligning strategy and promoting behaviors that lead to desired results. Use them to gauge sales, employee satisfaction, quality-whatever factors most influence your company's progress. You'll be able to make better, more informed decisions, guide and manage shifts in business direction, and keep every employee focused on important business goals. Through their fictional account of manager Vince Sharp's use of the scorecards, Chang and Morgan show readers exactly how the process works. .

RICHARD CHANG, Ph.D., president and CEO of Richard Chang Associates, Inc., is an internationally recognized management consultant whose clients include Toshiba, Marriott, Fidelity Investments, Hasbro, and Universal Studios. He has served as chair of the board for the American Society for Training and Development and as a judge for the prestigious Malcolm Baldrige National Quality Award.

MARK W. MORGAN, Ed.D., is a senior consultant with Richard Chang Associates, Inc., and serves as an examiner for the Malcolm Baldridge National Quality Award. He also taught at the Florida Institute of Technology and the University of Central Florida.

The Authoring Team xiii

Preface xv

Acknowledgements xix

Introduction xxi

1 The Performance Problem 1

2 Setting the Stage for Scorecards 9

3 Collect Scorecard Inputs 19

4 Create Your Scorecard 39

5 Cultivate Your Scorecard 57

6 Cascade Your Scorecard 83

7 Connect Your Scorecard 109

8 Confirm Your Scorecard 129

9 Knowing the Score 155

References 161

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Performance Scorecards Measuring the Right Things in the Real World

Summary

Author Biography

Table of Contents

Supplemental Materials