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11th Edition
                    Chapter 10




McGraw-Hill/Irwin   Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard


                Management translates its strategy into
                performance measures that employees
                       understand and accept.


            Financial                                  Customers

                             Performance
                              measures
           Internal                                     Learning
          business                                     and growth
          processes
McGraw-Hill/Irwin                           Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard: From                                                         Exh.
                                                                                               10-11

         Strategy to Performance Measures
    Performance Measures
                    Financial              What are our
              Has our financial          financial goals?
           performance improved?

                                        What customers do                          Vision
                    Customer           we want to serve and
     Do customers recognize that       how are we going to                          and
     we are delivering more value?     win and retain them?                       Strategy

  Internal Business Processes           What internal busi-
   Have we improved key business       ness processes are
   processes so that we can deliver     critical to providing
      more value to customers?         value to customers?


         Learning and Growth
      Are we maintaining our ability
        to change and improve?
McGraw-Hill/Irwin                                  Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard:
                     Non-financial Measures

  The balanced scorecard relies on non-financial measures
     in addition to financial measures for two reasons:


       Financial measures are lag indicators that summarize
        the results of past actions. Non-financial measures are
        leading indicators of future financial performance.


       Top managers are ordinarily responsible for financial
        performance measures – not lower level managers.
        Non-financial measures are more likely to be
        understood and controlled by lower level managers.
McGraw-Hill/Irwin                             Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard for Individuals


      The entire organization        Each individual should
      should have an overall            have a personal
       balanced scorecard.            balanced scorecard.




     A personal scorecard should contain measures that can be
        influenced by the individual being evaluated and that
      support the measures in the overall balanced scorecard.
McGraw-Hill/Irwin                          Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard

             A balanced scorecard should have measures
          that are linked together on a cause-and-effect basis.




            If we improve                         Another desired
                                     Then
           one performance                     performance measure
             measure . . .                          will improve.



                    The balanced scorecard lays out concrete
                       actions to attain desired outcomes.
McGraw-Hill/Irwin                                 Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard
                      and Compensation

    Incentive compensation
       should be linked to
       balanced scorecard
     performance measures.




McGraw-Hill/Irwin                    Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard                                                          Exh.
                                                                                                    10-13

                       Jaguar Example
                                          Profit
      Financial
                               Contribution per car


                               Number of cars sold
   Customer
                              Customer satisfaction
                                  with options

  Internal
 Business                Number of                    Time to
                      options available            install option
 Processes

    Learning                    Employee skills in
   and Growth                   installing options
McGraw-Hill/Irwin                                       Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard
                       Jaguar Example
                                          Profit


                               Contribution per car


                               Number of cars sold

                              Customer satisfaction                             Results
                                  with options                                Satisfaction
                                                                               Increases
    Strategies
        Increase         Number of                    Time to
         Options      options available            install option                   Time
                                                                                  Decreases

        Increase                Employee skills in
          Skills                installing options
McGraw-Hill/Irwin                                       Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard
                       Jaguar Example
                                          Profit


                               Contribution per car
                                                                                   Results
                                                                                    Cars sold
                               Number of cars sold                                  Increase

                              Customer satisfaction
                                  with options                                Satisfaction
                                                                               Increases
    Strategies
        Increase         Number of                    Time to
         Options      options available            install option


                                Employee skills in
                                installing options
McGraw-Hill/Irwin                                       Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard
                       Jaguar Example
                                                                                   Results
                                          Profit


                               Contribution per car                             Contribution
                                                                                 Increases

                               Number of cars sold

                              Customer satisfaction
                                  with options


                         Number of                    Time to
                      options available            install option                   Time
                                                                                  Decreases
    Strategies
        Increase                Employee skills in
          Skills                installing options
McGraw-Hill/Irwin                                       Copyright © 2006, The McGraw-Hill Companies, Inc.
The Balanced Scorecard
                       Jaguar Example
                                                                                   Results
                                          Profit                                     Profits
                                                                                    Increase
       If number
                               Contribution per car                             Contribution
     of cars sold                                                                Increases
   and contribution
   per car increase,           Number of cars sold
          profits
        increase.             Customer satisfaction
                                  with options                                Satisfaction
                                                                               Increases
    Strategies
        Increase         Number of                    Time to
         Options      options available            install option                   Time
                                                                                  Decreases

        Increase                Employee skills in
          Skills                installing options
McGraw-Hill/Irwin                                       Copyright © 2006, The McGraw-Hill Companies, Inc.
Delivery Performance Measures

         Order              Production                                Goods
        Received             Started                                 Shipped


                               Process Time + Inspection Time
     Wait Time                   + Move Time + Queue Time

                                      Throughput Time

                               Delivery Cycle Time


                    Process time is the only value-added time.

McGraw-Hill/Irwin                                    Copyright © 2006, The McGraw-Hill Companies, Inc.
Delivery Performance Measures

         Order              Production                                Goods
        Received             Started                                 Shipped


                               Process Time + Inspection Time
     Wait Time                   + Move Time + Queue Time

                                      Throughput Time

                               Delivery Cycle Time
                    Manufacturing
                                         Value-added time
                       Cycle      =
                     Efficiency       Manufacturing cycle time
McGraw-Hill/Irwin                                    Copyright © 2006, The McGraw-Hill Companies, Inc.
Quick Check 

     A TQM team at Narton Corp has recorded the
     following average times for production:
          Wait       3.0 days   Move 0.5 days
          Inspection 0.4 days   Queue 9.3 days
          Process 0.2 days
     What is the throughput time?
       a. 10.4 days
       b. 0.2 days
       c. 4.1 days
       d. 13.4 days
McGraw-Hill/Irwin                        Copyright © 2006, The McGraw-Hill Companies, Inc.
Quick Check 

     A TQM team at Narton Corp has recorded the
     following average times for production:
          Wait       3.0 days    Move 0.5 days
          Inspection 0.4 days    Queue 9.3 days
          Process 0.2 days
     What is the throughput time?
        a. 10.4 days
     Throughput days= Process + Inspection + Move + Queue
        b. 0.2 time
        c. 4.1 days = 0.2 days + 0.4 days + 0.5 days + 9.3 days
                     = 10.4 days
        d. 13.4 days
McGraw-Hill/Irwin                             Copyright © 2006, The McGraw-Hill Companies, Inc.
Quick Check 

     A TQM team at Narton Corp has recorded the
     following average times for production:
          Wait       3.0 days   Move 0.5 days
          Inspection 0.4 days   Queue 9.3 days
          Process 0.2 days
     What is the MCE?
       a. 50.0%
       b. 1.9%
       c. 52.0%
       d. 5.1%
McGraw-Hill/Irwin                        Copyright © 2006, The McGraw-Hill Companies, Inc.
Quick Check 

     A TQM team at Narton Corp has recorded the
     following average times for production:
          Wait       3.0 days   Move 0.5 days
          Inspection 0.4 days   Queue 9.3 days
          Process 0.2 days
     What is the MCE?
       a. 50.0%
                   MCE = Value-added time ÷ Throughput time
       b. 1.9%         = Process time ÷ Throughput time
       c. 52.0%        = 0.2 days ÷ 10.4 days
       d. 5.1%         = 1.9%
McGraw-Hill/Irwin                        Copyright © 2006, The McGraw-Hill Companies, Inc.
Quick Check 

     A TQM team at Narton Corp has recorded the
     following average times for production:
          Wait       3.0 days   Move 0.5 days
          Inspection 0.4 days   Queue 9.3 days
          Process 0.2 days
     What is the delivery cycle time?
       a. 0.5 days
       b. 0.7 days
       c. 13.4 days
       d. 10.4 days
McGraw-Hill/Irwin                        Copyright © 2006, The McGraw-Hill Companies, Inc.
Delivery cycleQuick Check 
                            time = Wait time + Throughput time
                                  = 3.0 days + 10.4 days
                                  = 13.4 days
     A TQM team at Narton Corp has recorded the
     following average times for production:
          Wait       3.0 days       Move 0.5 days
          Inspection 0.4 days       Queue 9.3 days
          Process 0.2 days
     What is the delivery cycle time?
       a. 0.5 days
       b. 0.7 days
       c. 13.4 days
       d. 10.4 days
McGraw-Hill/Irwin                                Copyright © 2006, The McGraw-Hill Companies, Inc.
End of Chapter 10




McGraw-Hill/Irwin                  Copyright © 2006, The McGraw-Hill Companies, Inc.

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Balance scorecard

  • 1. 11th Edition Chapter 10 McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 2. The Balanced Scorecard Management translates its strategy into performance measures that employees understand and accept. Financial Customers Performance measures Internal Learning business and growth processes McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 3. The Balanced Scorecard: From Exh. 10-11 Strategy to Performance Measures Performance Measures Financial What are our Has our financial financial goals? performance improved? What customers do Vision Customer we want to serve and Do customers recognize that how are we going to and we are delivering more value? win and retain them? Strategy Internal Business Processes What internal busi- Have we improved key business ness processes are processes so that we can deliver critical to providing more value to customers? value to customers? Learning and Growth Are we maintaining our ability to change and improve? McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 4. The Balanced Scorecard: Non-financial Measures The balanced scorecard relies on non-financial measures in addition to financial measures for two reasons:  Financial measures are lag indicators that summarize the results of past actions. Non-financial measures are leading indicators of future financial performance.  Top managers are ordinarily responsible for financial performance measures – not lower level managers. Non-financial measures are more likely to be understood and controlled by lower level managers. McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 5. The Balanced Scorecard for Individuals The entire organization Each individual should should have an overall have a personal balanced scorecard. balanced scorecard. A personal scorecard should contain measures that can be influenced by the individual being evaluated and that support the measures in the overall balanced scorecard. McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 6. The Balanced Scorecard A balanced scorecard should have measures that are linked together on a cause-and-effect basis. If we improve Another desired Then one performance performance measure measure . . . will improve. The balanced scorecard lays out concrete actions to attain desired outcomes. McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 7. The Balanced Scorecard and Compensation Incentive compensation should be linked to balanced scorecard performance measures. McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 8. The Balanced Scorecard Exh. 10-13 Jaguar Example Profit Financial Contribution per car Number of cars sold Customer Customer satisfaction with options Internal Business Number of Time to options available install option Processes Learning Employee skills in and Growth installing options McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 9. The Balanced Scorecard Jaguar Example Profit Contribution per car Number of cars sold Customer satisfaction Results with options Satisfaction Increases Strategies Increase Number of Time to Options options available install option Time Decreases Increase Employee skills in Skills installing options McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 10. The Balanced Scorecard Jaguar Example Profit Contribution per car Results Cars sold Number of cars sold Increase Customer satisfaction with options Satisfaction Increases Strategies Increase Number of Time to Options options available install option Employee skills in installing options McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 11. The Balanced Scorecard Jaguar Example Results Profit Contribution per car Contribution Increases Number of cars sold Customer satisfaction with options Number of Time to options available install option Time Decreases Strategies Increase Employee skills in Skills installing options McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 12. The Balanced Scorecard Jaguar Example Results Profit Profits Increase If number Contribution per car Contribution of cars sold Increases and contribution per car increase, Number of cars sold profits increase. Customer satisfaction with options Satisfaction Increases Strategies Increase Number of Time to Options options available install option Time Decreases Increase Employee skills in Skills installing options McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 13. Delivery Performance Measures Order Production Goods Received Started Shipped Process Time + Inspection Time Wait Time + Move Time + Queue Time Throughput Time Delivery Cycle Time Process time is the only value-added time. McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 14. Delivery Performance Measures Order Production Goods Received Started Shipped Process Time + Inspection Time Wait Time + Move Time + Queue Time Throughput Time Delivery Cycle Time Manufacturing Value-added time Cycle = Efficiency Manufacturing cycle time McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 15. Quick Check  A TQM team at Narton Corp has recorded the following average times for production: Wait 3.0 days Move 0.5 days Inspection 0.4 days Queue 9.3 days Process 0.2 days What is the throughput time? a. 10.4 days b. 0.2 days c. 4.1 days d. 13.4 days McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 16. Quick Check  A TQM team at Narton Corp has recorded the following average times for production: Wait 3.0 days Move 0.5 days Inspection 0.4 days Queue 9.3 days Process 0.2 days What is the throughput time? a. 10.4 days Throughput days= Process + Inspection + Move + Queue b. 0.2 time c. 4.1 days = 0.2 days + 0.4 days + 0.5 days + 9.3 days = 10.4 days d. 13.4 days McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 17. Quick Check  A TQM team at Narton Corp has recorded the following average times for production: Wait 3.0 days Move 0.5 days Inspection 0.4 days Queue 9.3 days Process 0.2 days What is the MCE? a. 50.0% b. 1.9% c. 52.0% d. 5.1% McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 18. Quick Check  A TQM team at Narton Corp has recorded the following average times for production: Wait 3.0 days Move 0.5 days Inspection 0.4 days Queue 9.3 days Process 0.2 days What is the MCE? a. 50.0% MCE = Value-added time ÷ Throughput time b. 1.9% = Process time ÷ Throughput time c. 52.0% = 0.2 days ÷ 10.4 days d. 5.1% = 1.9% McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 19. Quick Check  A TQM team at Narton Corp has recorded the following average times for production: Wait 3.0 days Move 0.5 days Inspection 0.4 days Queue 9.3 days Process 0.2 days What is the delivery cycle time? a. 0.5 days b. 0.7 days c. 13.4 days d. 10.4 days McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 20. Delivery cycleQuick Check  time = Wait time + Throughput time = 3.0 days + 10.4 days = 13.4 days A TQM team at Narton Corp has recorded the following average times for production: Wait 3.0 days Move 0.5 days Inspection 0.4 days Queue 9.3 days Process 0.2 days What is the delivery cycle time? a. 0.5 days b. 0.7 days c. 13.4 days d. 10.4 days McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.
  • 21. End of Chapter 10 McGraw-Hill/Irwin Copyright © 2006, The McGraw-Hill Companies, Inc.

Editor's Notes

  1. A balanced scorecard consists of an integrated set of performance measures that are derived from and support a company’s strategy. Importantly, the measures included in a company’s balanced scorecard are unique to its specific strategy. The balanced scorecard enables top management to translate its strategy into four groups of performance measures – financial, customer, internal business process, and learning and growth – that employees can understand and influence.
  2. The premise of these four groups of measures is that learning is necessary to improve internal business processes, which in turn improves the level of customer satisfaction, which in turn improves financial results. Note the emphasis on improvement, not just attaining some specific objective.
  3. The balanced scorecard relies on non-financial measures in addition to financial measures for two reasons:  Financial measures are lag indicators that summarize the results of past actions. Non-financial measures are leading indicators of future financial performance.  Top managers are ordinarily responsible for financial performance measures – not lower level managers. Non-financial measures are more likely to be understood and controlled by lower level managers.
  4. While the entire organization has an overall balanced scorecard, each responsible individual should have his or her own personal scorecard as well. A personal scorecard should contain measures that can be influenced by the individual being evaluated and that support the measures in the overall balanced scorecard.
  5. A balanced scorecard, whether for an individual or the company as a whole, should have measures that are linked together on a cause-and-effect basis. Each link can be read as a hypothesis in the form “If we improve this performance measure, then this other performance measure should also improve.” In essence, the balanced scorecard lays out a theory of how a company can take concrete actions to attain desired outcomes. If the theory proves false or the company alters its strategy, the measures within the scorecard are subject to change.
  6. Incentive compensation for employees probably should be linked to balanced scorecard performance measures. However, this should only be done after the organization has been successfully managed with the scorecard for some time – perhaps a year or more. Managers must be confident that the measures are reliable, not easily manipulated, and understandable by those being evaluated with them.
  7. Assume that Jaguar pursues a strategy as shown on your screen.
  8. If “employee skills in installing options” increases, then the “number of options available” should increase and the “time to install an option” should decrease. If the “number of options available” increases and the “time to install an option” decreases, then “customer satisfaction with options” should increase.
  9. If the “customer satisfaction with options” increases, then the “number of cars sold” should increase.
  10. If the “time to install an option” decreases and the “customer satisfaction with options” increases, then the “contribution per car” should increase.
  11. If the “number of cars sold” and the “contribution per car” increase, then the “profit” should increase.
  12. Delivery cycle time is the elapsed time from when a customer order is received to when the completed order is shipped. Throughput (manufacturing cycle) time is the amount of time required to turn raw materials into completed products. This includes process time, inspection time, move time, and queue time. Process time is the only value-added activity of the four times mentioned.
  13. Manufacturing cycle efficiency (MCE) is computed by dividing value-added time by manufacturing cycle (throughput) time. A manufacturing cycle efficiency less than one indicates that non-value-added time is present in the production process. Next we will look at a series of questions dealing with delivery performance measures.
  14. Here’s your first question on delivery performance measures asking for a computation of throughput time.
  15. Throughput time is the sum of process time, inspection time, move time, and queue time. The total for these four times is ten point four days.
  16. Here’s your second question on delivery performance measures asking for a computation of manufacturing cycle efficiency.
  17. Manufacturing cycle efficiency is found by dividing value-added time by throughput time. Process time is the only value-added time. Process time of zero point two days divided by throughput time of ten point four days results in a manufacturing cycle efficiency of one point nine percent.
  18. Here’s your third question on delivery performance measures asking for a computation of delivery cycle time.
  19. Delivery cycle time is the sum of wait time plus throughput time. The total for these two times is thirteen point four days.
  20. Standards are used for both the cost and quantity of resources used in manufacturing goods or providing services. Comparing standards to actual performance results in either favorable or unfavorable variances. Variance analysis leads to better cost control and performance evaluation. A balanced scorecard consists of an integrated set of performance measures that are derived from and support a company’s strategy. The balanced scorecard enables top management to translate its strategy into four groups of performance measures – financial, customer, internal business process, and learning and growth – that employees can understand and influence.