1. The Balanced Scorecard
By Robert S. Kaplan & David P. Norton
Financial
Translates mission and strategy into a comprehensive set of performance measures that provides the framework for a strategic measurement and management system.
Retains an emphasis on achieving financial objectives, but also includes the performance drivers of these financial objectives.
Measures organizational performance across four balanced perspectives:
Financial
Customer
Internal Business Process
Learning and Growth
Enables companies to track financial results while simultaneously monitoring progress in building the capabilities and acquiring the intangible assets they need for future growth.
Customer
Vision &
Strategy
Business
Process
Learning
& Growth
Enterprise Scorecard
Tier Two Scorecard
Tier Three Scorecard

2. Goal:
To be an innovative, growing, high performance, public financial services enterprise that makes the future better for all our stakeholders.
Strategies:
Win Through People
Grow Profitably
Create Value
Enterprise Scorecard
Financial Perspective
Critical Success Factors with Cause and Effect Relationships
AIP
Earnings growth
Unleveraged GAAP Return on Equity (ROE)
Risk-Based Capital
Capital plan
Product Mix
Distribution Mix
Customer Perspective
Rating
Persistency Variance
Sales versus Plan
Policies Under Administration
Customer Satisfaction
Producer Retention
AIP
Business Process Perspective
Expense to Premium Ratio
Technology Return on Investment (ROI)
Growth in Target Markets
Learning & Growth Perspective
Employee Satisfaction
Employee Return on Investment (ROI)
Personal Development Plans
Incentive Alignment
Leadership Strength