The document discusses strategy maps and the balanced scorecard as tools for strategic planning and management. It provides examples of strategy maps for different types of organizations, including generic, classic Kaplan/Norton, and public sector examples. It also discusses templates and presents an empty template for a strategy map. Finally, it introduces the Quickscore software application for implementing strategy maps and balanced scorecards.

1. INTRAFOCUS
INTRAFOCUS
The Strategy Map
Presentational Templates

2. The Strategy Map INTRAFOCUS
• A Strategy Map is a diagram that describes how a
company or organisation can create value by linking
strategic objectives in a cause and effect relationship.
• It is based on the four Balanced Scorecard Perspectives:
Financial, Customer, Internal Processes and Learning &
Growth.
• The key element of the Strategy Map is that it is linked to
the ‘scorecards’ that monitor the progress towards the
Strategic Objectives.
• The ‘scorecards’ will include: metrics, targets for the
metrics and strategic initiatives to drive performance
towards achieving the objectives.

3. The Balanced Scorecard INTRAFOCUS
• The Balanced Scorecard is a strategic planning and
management method used to:
• align business activities to a vision and strategy of an organisation
• improve internal and external communications
• monitor organisational performance against strategic goals.
• The design of Balanced Scorecard concerns itself with:
• the identification of a small number of financial and non-financial
measures referred to as Perspectives
• setting targets for the measures and then
• measuring them on a regular basis to determine success or failure.

4. Strategy Map – Classic Kaplan/Norton INTRAFOCUS
Productivity Strategy Growth Strategy
Financial Long-Term
Perspective Shareholder Value
Improve Cost Increase Asset Expand Revenue Enhance
Structure Utilisation Opportunities Customer Value
Customer Customer Value Proposition
Perspective
Price Quality Availability Selection Function Service Partnership Brand
Product / Service Attributes Relationship Image
Operations Management Customer Management Regulatory and Social
Internal Processes Processes
Innovative Processes
Processes
Perspective Supply Selection Opportunity Identification Environment
Production Acquisition R&D Portfolio Safety and Health
Distribution Retention Design / Develop Employment
Risk Management Growth Launch Community
Learning & Human Capital
Growth
Information Capital
Perspective
Organisational Capital
Culture Leadership Alignment Teamwork

5. Strategy Map - Generic example INTRAFOCUS
Mission: Managing with greatness and strength, improving everything daily
Vision: Leading with inspiration and courage, passionate about future possibility and change
Financial
Perspective
Sustained Shareholder Value
Productivity Strategy Revenue Growth Strategy
Increase Enhance Expand
Improve Cost
Asset Customer Revenue
Structure
Utilisation Value Opportunities
Customer Customer Value
Perspective Proposition
Price Quality Availability Selection Function Service Partnership Brand
Production Service Attributes Relationship Image
Internal
Operations Customer Management Regulatory and Social
Perspective Innovative Processes
Management Processes Processes Processes
Processes that produce Processes that create Processes that improve
Processes that enhance
and deliver products and new products and communities and the
customer value
services services environment
Learning &
Growth
Human Capital Information Capital Organisational Capital
Perspective
Skills
Training
+ Systems
Databases
+ Skills / Training
Knowledge
Knowledge Networks Teamwork

6. Example with ‘Strategic Themes’ INTRAFOCUS
Financial Increase Shareholder
Perspective Value
Leader in defined Markets Add New Revenue Achieve profitability
Stream
Customer Intimacy Technology Driven Operational Excellence
Customer Consistently
Trusted Flexible Exceed
Perspective Advisor Solutions Expectations
Deliver Frequent
Satisfy All Complete
Deliver Repeat
Needs Solutions
Added Value Business
Internal
Capture and Create Improve
Perspective Utilise Enterprise Resourcing
Build Lifelong Knowledge Solutions Services
Relationships Effective
Cost
Build 3rd Party Integrate Improve Mgmt
Relationships Business Solution
Processes Processes
Learning &
Growth Develop Improve Solution Improve Operational
Perspective Relationship Skills Management Mgmt Skills
Improve Industry More Successful
Knowledge Engender Innovation Career Planning

7. Public sector example INTRAFOCUS
Stakeholder Value to Taxpayer
Perspective
Customer
Support
Perspective Business and
Balance Budget
Commerce
Safe Clear and
Convenient Accurate Create Business Cases
Lower Cost of Bus
Bus Services Timetables and Secure Funding
On Time as Transportation Services
Promised
Relationship Innovation Operational
Easy to do
Management Drive Innovation in New Excellence
Business With
Transport Systems
Deliver World Class Bus
Streamline Services
Improve
Regulatory
Internal Processes
Sustainability of
Approval Accelerate
Communities Develop and
Processes Economic
Introduce New
Development Provide Cost Optimise
Perspective
Transport
through Route Effective Availability
Technology
Open and Frequent Investment Solutions of Busses
Communication to Impacted
Customers
Improve All
Optimise Planning of Bus Understand New Route Aspects of Bus
Stop Position and Needs (and Old) Safety
Construction
Learning &
Growth Empowered Customer Service Integrated Knowledge
Highly Skilled Bus Drivers
Agents Management Systems
Perspective

8. Empty template INTRAFOCUS
Financial
Perspective
What are our most
important financial
outcomes?
Customer
Perspective
How should we appear
to customers?
Process
Perspective
At what do we need
to excel to fulfill
customer
expectations?
Learning &
Growth
Perspective
How will we sustain our
ability to improve?

9. Focus on Internal Themes INTRAFOCUS
Financial Perspective
Customer Perspective
Internal Perspective
Theme one Theme Two Theme Three
Learning and Growth Perspective

10. Focus on Internal Themes INTRAFOCUS
Company VISON Statement
Company MISSION Statement
Financial Perspective
Customer Perspective
Internal Perspective
Theme one Theme Two Theme Three
Company Core Value Statement
Learning and Growth Perspective

11. Template with Mission, Vision and Themes INTRAFOCUS
Mission: Company Vision:
Name
Strategic Themes
Theme One Theme Two Theme Three
Financial Strategic Objective 1 Strategic Objective 2
Strategic Objective 3
Customer
Internal
Learning

12. The Quickscore Application INTRAFOCUS
• Software is not required to implement a Strategy Map or
Balanced Scorecard, but it does help.
• A good software tool will allow user to:
• create meaningful Strategy Maps with minimum fuss
• organise key metrics in a meaningful way
• display data and combinations of data
• provide management teams with a clear business overview
• allow users to input data easily and frequently
• Provide the means to ‘drill down’ to the underlying data should the
need arise to question a specific activity
• Intrafocus recommends the Quickscore product to those companies
that want to take a structured approach to rolling out Strategy Maps
and Balanced Scorecards