5% of the workforce understands the organisational strategy Source: CFO magazine, early 90s

25% of managers have incentives linked to organisational strategy Source: CFO magazine, early 90s

60% of organisations do not link their budgeting process to the strategy Source: CFO magazine, early 90s

85% of Management teams spend less than one hour/month discussing strategy Source: CFO magazine, early 90s

What is the Balanced Scorecard?

What can be achieved by using it?

Which is the backbone of the Balanced Scorecard?

Which are the phases of an implementation?

What is the Balanced Scorecard? The Balanced Scorecard is a powerful framework to help organisations rapidly implement strategy by translating the vision and strategy into a set of operational objectives that can drive behavior, and therefore, performance.

What can be achieved by using it? Clarify and translate vision and strategy Communicate and link strategic objectives and measures Plan, set targets and align strategic initiatives Enhance strategic feedback and learning

Which is the backbone of the Balanced Scorecard? The structure of 4 complementing perspectives: Financial perspective Customer perspective Business process perspective Learning and growth perspective

Centrelink Communication, Media and Marketing Balanced Scorecard Implementation Case Study

Pre-implementation Implementation solution provider selectionImplementation solution provider selection New Performance Manager on board and preparation stageNew Performance Manager on board and preparation stage

Development Phase 1 - Training and specificationsPhase 1 - Training and specifications Phase 2 - Measure DevelopmentPhase 2 - Measure Development Phase 3 – IT solution deploymentPhase 3 – IT solution deployment

Launch Phase 4 - Historical data gathered and first report presentedPhase 4 - Historical data gathered and first report presented Phase 5 – Focus on communication (Resource Centre launched)Phase 5 – Focus on communication (Resource Centre launched) Phase 6 – Measure activation and business planningPhase 6 – Measure activation and business planning

Sustainability Build ongoing review and education into the process to ensure sustainabilityBuild ongoing review and education into the process to ensure sustainability Focus on internal communication and process improvementFocus on internal communication and process improvement

Strategy Map

CM&M Strategy Map Shows the causal relationships between strategies and objectives Updated monthly based on performance results Various views: overall view, priorities view, performance results view

Measure Hierarchy Database

CM&M Measure Hierarchy Measure development Initiative tracking Report generation

CM&M Resource Centre

Available to all CM&M staff on the shared drive Business planning, performance and information resources Balanced Scorecard documentation

CM&M Performance Advantage

Customisable performance reports Historical data for individual measures Updated monthly in the third week of the month.

The Balanced Scorecard makes staff think about the work they do, WHY and HOW they do it. Inputs (what is used to produce value) Processes (how inputs are transformed into products and services) Outputs (what is produced) Outcomes (what is accomplished)

Working together to achieve communication excellence. Centrelink Communication Media & Marketing