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Strategy Maps: Converting Intangible Assets into Tangible Outcomes by David P. Norton, Robert Kaplan

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C H A P T E R    F I F T E E N

NONPROFIT ORGANIZATIONS

APPLYING THE BALANCED SCORECARD to nonprofit organizations has been one of the most gratifying extensions of the original concept. These organizations strive to deliver mission outcomes, not superior financial performance. So even more than for-profit companies, these organizations need a comprehensive system of nonfinancial and financial measures to motivate and evaluate their performance.

The Boston Lyric Opera (BLO) strategy map demonstrates how organizational performance can be measured even when the output is as intangible as beautiful music and an aesthetic experience. The BLO adopted the Balanced Scorecard after a period of rapid growth and success so that it could have a clear strategy ...

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