Balanced Scorecard

 

The Balanced Scorecard approach to the capture and use of performance measures has gained currency among Contact Center executives because of its ability to explicitly tie performance measures to business strategy and enterprise bottom line results. It can be a critical link in a metrics-driven closed loop feedback process because it compliments traditional financial measurements and reporting systems with metrics that are more predictive of future performance.

Developed at the Harvard Business School, the Balanced Scorecard provides a framework for the development of enduring performance metrics that reflect the organizations strategic objectives through its tactical operations. The process of developing a scorecard provides businesses with an opportunity to reach consensus on how each component of the business contributes to its overall objectives, how to measure that contribution, and communicate strategy and standards throughout the enterprise.

The Balanced Scorecard method views overall organizational performance from four distinct yet interrelated perspectives:

• Financial – how is the business performing from the perspective of its owners and investors?
• Customer – how do our customers see us? Are we effectively meeting their needs and expectations?

• Processes – are our internal business processes operating in a way that is both efficient and effective?
• Learning and Growth – are we continuously updating and improving our strategy, processes and performance? Are we adopting new methods and technologies? Are we anticipating our customers’ needs and requirements?

 

The Balanced Scorecard methodology is easily adapted to the Contact Center environment and provides a superior performance measurement process to more traditional accounting based measurement systems.

 

Management is always asking for so many different reports and metrics that its hard to know what they really want….. but now you know!