Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Measuring Success: The Balanced Scorecard Approach - Clara Wong - SASSY 2014

1,115 views

Published on

Presented at the 2014 Student Affairs and Services Symposium at York University. The Division of Students at York University has a strategic goal to create a data-informed and measurement-managed environment. With the launch of our 5-year strategic plan in March 2013, we adopted the balanced scorecard approach to translate our strategy into measurable terms and to monitor and evaluate our progress to drive performance for success.

Published in: Education
  • Be the first to comment

  • Be the first to like this

Measuring Success: The Balanced Scorecard Approach - Clara Wong - SASSY 2014

  1. 1. Clara Wong CACUSS 2014: NAVIGATING CHANGE, Session 815 June 10, 2014 Measuring Success The Balanced Scorecard Approach
  2. 2. 2 Division of Students PARTNERS IN STUDENT SUCCESS
  3. 3. 3 Division of Students PARTNERS IN STUDENT SUCCESS Are we there yet? How far are we? Are we on the right track?
  4. 4. 4 Division of Students PARTNERS IN STUDENT SUCCESS What is a balanced scorecard? • Developed by Drs. Robert Kaplan and David Norton • A performance measurement framework that gives a ‘balanced’ view of organizational performance “An organization’s strategy must be translated into terms that can be understood and acted upon.” - R. Kaplan and D. Norton
  5. 5. 5 Division of Students PARTNERS IN STUDENT SUCCESS Why use a balanced scorecard Performance management in four perspectives that are aligned to our strategic plan Vision Mission Values Strategy Student Experience Internal Processes Division Employees Financial Meet the needs of our students Deliver our services with quality and efficiency Culture, knowledge and skills Effective use of our resources
  6. 6. 6 Division of Students PARTNERS IN STUDENT SUCCESS Why use a balanced scorecard A cause and effect model to operationalize our strategy ` Then services would be better and faster If we develop our employees Service quality and sustainability would increase Outcome = increased student satisfaction
  7. 7. 7 Division of Students PARTNERS IN STUDENT SUCCESS Why use a balanced scorecard Balance lagging indicators (outcomes) with leading indicators (operational drivers) # employee training hours (Leading) % manual processing (Leading) # person hours for processing (Leading) Student Satisfaction Score (Lagging)
  8. 8. 8 Division of Students PARTNERS IN STUDENT SUCCESS How a balanced scorecard links operational performance to strategy Strategic Plan Strategic Goals Goals by Perspective Performance Measures Targets Monitor Performance
  9. 9. 9 Division of Students PARTNERS IN STUDENT SUCCESS Creating a balanced scorecard Step 1: Start with the strategic plan Step 2: Translate the plan into a strategy map • Cause and effect relationships of strategic goals
  10. 10. 10 Division of Students PARTNERS IN STUDENT SUCCESS Partial strategy map Student Experience Financial Improve Student Engagement Improve Resource Alignment Improve Student Experience Increase Leadership Opportunities Improve Financial Aid Increase Employee Engagement Improve cost control Increase Employee Skills Internal Processes Division Employees
  11. 11. 11 Division of Students PARTNERS IN STUDENT SUCCESS Creating a balanced scorecard Step 3: Determine performance measures for each strategic goal • Relevant • Measurable • Available • Actionable
  12. 12. 12 Division of Students PARTNERS IN STUDENT SUCCESS Creating a balanced scorecard Step 4: Set Targets • Trend • Benchmark • Baseline • Stated level
  13. 13. 13 Division of Students PARTNERS IN STUDENT SUCCESS Partial strategy map and balanced scorecard Measures FY 2014 Target Var Student involvement (participation count) Student utilization of support services (use count) NSSE Ratings Retention Balanced spending Number of student leaders % OSAP applicants funded on time # of escalations recorded through the call centre % Employees with a professional development plan Employee engagement score Student Experience Financial Improve Student Engagement Improve Resource Alignment Improve Student Experience Increase Leadership Opportunities Improve Financial Aid Increase Employee Engagement Improve cost control Increase Employee Skills Internal Processes Division Employees
  14. 14. 14 Division of Students PARTNERS IN STUDENT SUCCESS Performance by perspective Student Experience Financial Division Employees Internal Processes
  15. 15. 15 Division of Students PARTNERS IN STUDENT SUCCESS Creating a balanced scorecard Step 5: Cascade • Align the entire division - cascade strategy map and balanced scorecard down the organization Tier 3 Tier 2 Tier 1 Division of Students Counselling &Disability Services Personal Counselling Disability Services Registrar’s Office Records Management Financial Aid
  16. 16. 16 Division of Students PARTNERS IN STUDENT SUCCESS Lessons learned for a successful balanced scorecard implementation • Executive support • Engage the senior team in the selection of success measures • Assign an owner for each measure • Update and review at least every 6 months • Fine tune the measures used and their targets where necessary - ongoing • Cascade
  17. 17. Questions? Contact Information Clara Wong Director, Business Performance Reporting Division of Students cmwong@yorku.ca 416-736-2100 x20668

×