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

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Training and Communication Planning for Balanced Scorecard Success

Roadmap for Chapter 4 Scorecard creators Kaplan and Norton have occasionally referred to the concept as “simple” but not “simplistic.” Unfortunately, many organizations that choose to develop Scorecards hear the “simple,” but somehow manage to tune out “not simplistic.” If the Balanced Scorecard is simple, they reason, it probably doesn’t require a huge investment in training. Sadly, this is not the case. While the Scorecard concept itself is relatively straightforward, the tool has many subtleties and hidden complexities. It is the exploitation of these subtle elements such as cause-and-effect linkages, linkages to management processes, and so on, that will drive the breakthrough results the Scorecard has become famous for. Training has the ability to unlock the power of the Scorecard by placing everyone involved in its development on a level playing field of knowledge. This chapter will provide you with everything needed to design and deliver a comprehensive Scorecard training program.

Without a proper base of Scorecard training, your employees may not have the understanding necessary to take full advantage of this concept. Equally as detrimental is a lack of communication. Missed opportunities, inconsistent expectations, and confusion may appear should you not actively and effectively communicate your Scorecard initiative. Many change initiatives fail to deliver on their promised results. This is a sad and ...