Académique Documents
Professionnel Documents
Culture Documents
AnyAirline
Financial
Increase Profitability
Operating Efficiency
More Passengers
Fewer Planes
Customers
Lowest Cost
How will we do that? Attract targeted customer segments who value price and on time arrivals
On-Time Flights
Internal
Fast Ground Turnaround
Where it started . . .
Introduced in 1992, by Robert Kaplan and David Norton, the Balanced Scorecard is the most commonly used framework for ensuring that organizations execute their strategies.
Strategy can be described as a series of cause and effect relationships. Provides a line of sight from strategic to operational activity working on the right things.
Stakeholders
If we succeed, how will we look to our stakeholders?
Internal Processes
To satisfy our customers, at which processes must we excel?
Agency Investments
In order to succeed, what investments in people and infrastructure must we make?
More precise
Make sure your objectives have a direct relationship to your goals and your goals have a direct relationship to your mission and values.
Internal Process
Leadership Development
Knowledge Management
Investments
Human Capital
IT Infrastructure
Internal Processes
Number of unscheduled maintenance calls Production time lost because of maintenance problems Percentage of equipment maintained on schedule Average number of monthly unscheduled outages Mean time between failures
Investments
% of facility assets fully funded for upgrading % of IT infrastructure investments approved # of new hire positions authorized for filling % of required contracts awarded and in place
2.
3.
Annual performance goal 1A: Reduce deaths per crashes to 1.10 per 100m miles traveled by 2005
80 70 60
Measurements
50 40 30 20 10 0 Req
100 80 60 40 20 0 -20 J F M
Volatility
Planned Actual
KPI
Issue
Decision
Coding
Data
BCWS ACWP CV
Volatility
Decision Feedback
Process Measures
Stakeholder needs: Objectives: Customer complete, defect free order, accurate invoice ; Company costs & cash Data to assure that we maintain customer satisfaction, no dip in level of service Continue normal cash receipts and collection activities % orders adjusted % not entered within 24hours # orders/person % orders with backorders % shipped late costs per order
Quality
Time
Productivity
Order Request
Product Shipped
Invoice Sent
Payment Collected
Cost
Earned Value
Effort
Staff
Experience
Surface
Customers
Bosses
Skeleton
Structure Scope
Users Project Manager Maintainers
Strategy
Team
Effort
Surface Skeleton
Structure
Scope Strategy
Surface Skeleton
Structure Scope Strategy EVM Productivity Completion People
Change
Quality
Risk
Surface Skeleton
Structure Scope Strategy