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Balanced Scorecard - Measuring internal Processes
Human Resources » Organization Development

Chrm Message From: chaitali Total Posts: 14 Join Date: 01/12/2008
Rank: Executive Post Date: 05/06/2010 07:11:47 Points: 70 Location: India

Hi all,

What kind of measures can i use for our balanced scorecard for an investment bank?

Chrm Message From: jbtreas Total Posts: 2 Join Date: 01/12/2008  
Rank: Beginner Post Date: 05/01/2012 08:12:57 Points: 10 Location: India

Is it safe to assume that you have already identified the "financial" targets, and want to focus on the more nebulous areas of "people/learning", "quality", and "customer"?

If so, there are simple goals for each that would allow you to customize and asign appropriate projects/programs that can be easily measured to assess level of success.

For example, to measure the level of customer satisfaction, you may choose to implement individual actions/behaviors to: 1. increase customer satisfaction; 2. increase referrals; 3. increase the frequency of customer interface.

In the area of "people" you could measure the increase in core skills of the individual, and measure the "availability" of the process he or she is in charge of.

For "quality" improvement card, cycle time reduction, defect/error reduction (or RFT measurements), and overall cost impact are three simple and straightforward items to measure.

I hope this is of some help.


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