Balanced Scorecard: Step-by-Step for Government and Nonprofit Agencies, 2nd Edition

Table of contents

1. Title Page
2. Copyright Page
3. Dedication
4. Preface
   1. THE BALANCED SCORECARD
   2. USING THE BALANCED SCORECARD IN THE PUBLIC AND NONPROFIT SECTORS
   3. HOW THE BOOK IS ORGANIZED
5. Acknowledgments
   1. NEW ACKNOWLEDGMENTS FOR THE SECOND EDITION
   2. ACKNOWLEDGMENTS FROM THE FIRST EDITION
6. Chapter 1 - Introduction to the Balanced Scorecard
   1. WHY MEASUREMENT IS SO IMPORTANT
   2. WHY THE BALANCED SCORECARD?
   3. THE RISE OF INTANGIBLE ASSETS IN VALUE CREATION
   4. THE BALANCED SCORECARD
   5. NOTES
7. Chapter 2 - Adapting the Balanced Scorecard to Fit the Public and Nonprofit Sectors
   1. PERFORMANCE MEASUREMENT IN THE PUBLIC AND NONPROFIT SECTORS
   2. ADAPTING THE BALANCED SCORECARD
   3. IMPORTANCE OF CAUSE AND EFFECT
   4. BENEFITS OF USING A BALANCED SCORECARD
   5. NOTES
8. Chapter 3 - Before You Begin
   1. DO YOU KNOW WHY YOU’RE DEVELOPING A BALANCED SCORECARD?
   2. EXECUTIVE SUPPORT: A CRITICAL ELEMENT OF YOUR BALANCED SCORECARD
   3. EXECUTIVE SPONSORSHIP IN ACTION
   4. YOUR BALANCED SCORECARD TEAM
   5. WHERE SHOULD WE BUILD THE BALANCED SCORECARD?
   6. CRITERIA FOR CHOOSING AN APPROPRIATE ORGANIZATIONAL UNIT
   7. HUMAN AND FINANCIAL RESOURCES NECESSARY FOR THE BALANCED SCORECARD
   8. YOUR BALANCED SCORECARD DEVELOPMENT PLAN
   9. THE PLANNING PHASE OF BUILDING A BALANCED SCORECARD
   10. THE DEVELOPMENT PHASE
   11. NOTES
9. Chapter 4 - Training and Communication Planning for Balanced Scorecard Success
   1. TRAINING IS CRITICAL FOR BALANCED SCORECARD SUCCESS
   2. DESIGNING YOUR BALANCED SCORECARD TRAINING PROGRAM
   3. DEVELOPING A COMMUNICATION PLAN TO SUPPORT YOUR BALANCED SCORECARD INITIATIVE
   4. NOTES
10. Chapter 5 - Mission, Values, and Vision
    1. MISSION
    2. VALUES
    3. VISION
    4. NOTES
11. Chapter 6 - Strategy: The Core of Every Balanced Scorecard
    1. STRATEGY IS EVERYWHERE
    2. WHAT IS STRATEGY?
    3. DO WE NEED A STRATEGY?
    4. MANY APPROACHES TO STRATEGY FORMULATION EXIST
    5. STRAIGHTFORWARD APPROACH TO STRATEGY DEVELOPMENT
    6. STRATEGY AND THE BALANCED SCORECARD: A CRITICAL LINK
    7. NOTES
12. Chapter 7 - Strategy Maps
    1. WHAT IS A STRATEGY MAP?
    2. DEVELOPING YOUR STRATEGY MAP
    3. CHOOSING YOUR STRATEGY MAP PERSPECTIVES
    4. REVIEWING BACKGROUND MATERIALS ON STRATEGY MAP RAW MATERIALS
    5. DEVELOPING STRATEGY MAP OBJECTIVES IN EACH PERSPECTIVE
    6. DEVELOPING OBJECTIVES FOR THE CUSTOMER PERSPECTIVE
    7. DEVELOPING OBJECTIVES FOR THE INTERNAL PROCESS PERSPECTIVE
    8. DEVELOPING OBJECTIVES FOR THE EMPLOYEE LEARNING AND GROWTH PERSPECTIVE
    9. DEVELOPING OBJECTIVES FOR THE FINANCIAL PERSPECTIVE
    10. DEVELOPING A SHARED UNDERSTANDING WITH OBJECTIVE STATEMENTS
    11. TIMEOUT
    12. CONDUCTING AN EFFECTIVE STRATEGY MAPPING WORKSHOP
    13. HOW MANY OBJECTIVES ON YOUR STRATEGY MAP?
    14. REVIEWING THE STRATEGY MAP
    15. WHEN ALL ELSE FAILS: KISS
    16. THE STRATEGY MAP JOURNEY AT FOOD FOR THE HUNGRY U.S. (FHUS)
    17. NOTES
13. Chapter 8 - Performance Measures, Targets, and Initiatives
    1. WHAT ARE PERFORMANCE MEASURES?
    2. DEVELOPING MEASURES FOR EACH OF THE FOUR PERSPECTIVES
    3. MEASURES FOR THE CUSTOMER PERSPECTIVE
    4. MEASURES FOR THE INTERNAL PROCESS PERSPECTIVE
    5. MEASURES FOR THE EMPLOYEE LEARNING AND GROWTH PERSPECTIVE
    6. MEASURES FOR THE FINANCIAL PERSPECTIVE
    7. FINAL THOUGHTS ON SELECTING PERFORMANCE MEASURES
    8. CRITERIA FOR SELECTING PERFORMANCE MEASURES
    9. RECORDING YOUR MEASURES IN A DATA DICTIONARY
    10. TARGETS
    11. INITIATIVES
    12. NOTES
14. Chapter 9 - Creating Alignment by Cascading the Balanced Scorecard
    1. WHAT IS CASCADING?
    2. THE CASCADING PROCESS
    3. NOTES
15. Chapter 10 - Linking Resource Allocation to the Balanced Scorecard
    1. HISTORY OF PERFORMANCE AND BUDGETS
    2. LINKING BUDGETS AND BALANCED SCORECARDS
    3. BENEFITS TO EXPECT FROM THE PROCESS
    4. NOTES
16. Chapter 11 - Reporting Results
    1. FROM THEORY TO PRACTICE
    2. BALANCED SCORECARD SOFTWARE
    3. DEVELOPING YOUR OWN BALANCED SCORECARD REPORTING SYSTEM
    4. THE NEW STRATEGY-CENTERED MANAGEMENT MEETING
    5. NOTES
17. Chapter 12 - The City of Charlotte: A Balanced Scorecard Success Story
    1. 2003 INTERVIEW
    2. 2007 INTERVIEW
18. Chapter 13 - Sustaining Balanced Scorecard Success
    1. UPDATING THE BALANCED SCORECARD
    2. AN EMERGING DISCIPLINE: THE OFFICE OF STRATEGY MANAGEMENT
    3. AN OSM CASE STUDY: NEW BRUNSWICK (NB) POWER
    4. THE BALANCED SCORECARD IS ABOUT CHANGE
    5. NOTES
19. Appendix - The Importance of Terminology and a Balanced Scorecard Glossary
20. Index