Executive Summary
Section A: Introduction
A History of Measurement
The Balanced Scorecard
Section B: The HR Scorecard
Stand-alone HR Scorecards
An HR Scorecard Template
Measures of Effectiveness and Efficiency
Section C: The Pressures Facing HR
A Language of Measurement
Increased Accountability
Doubts About the Efficacy of Measurement
Section D: HR Driving Shareholder Value
Section E: Human Capital Management
Is the HR Function Growing in Importance?
A Seat at the Top Table
HR’s Focus too Narrow
Case Examples
Section F: A Value-adding’ HR Function
Key Components of a Value-adding HR Function
Section G: Conclusion
Key Learning Points
Case Study: Borealis

Chapter 2: HR Measurement Survey – Trends and Practices

Executive Summary
Key Findings
Context
The Six Sections of Survey Questions
Section A: General Questions
Demise of the HR Function is not Expected
Section B: HR Restructuring
HR Focusing on Key Issues
HR not yet Business Partners
Section D: Performance Measurement
Financial Metrics Used
Collecting the Views of Internal Customers
HR Benchmarking
Use of Performance Management Frameworks
Section E: Outsourcing and Shared Services Centres
Outsourcing
Shared Services Centres
Section F: Future HR Challenges
An Increase in the Use of Measurement
Section G: Conclusion
Global HR Trends
Case Study: Union Fenosa

Chapter 3: Evaluating the Strategic Contribution of HR

Executive Summary
Section A: Introduction
Section B: Becoming Strategic Partners
Becoming Outwardly Results-focused
Section C: The Balanced Scorecard
A Linkage Scorecard
The Balanced Scorecard Explained
Case report: Rockwater
Learning and Growth Perspective
Learning and Growth Measurement
Section D: Other Performance Management Frameworks
Survey Findings
The EFQM Excellence Model
The Malcolm Baldrige Model
Examples from Case Study Companies
Section E: Knowledge Management
Knowledge Management Defined
Implications for HR Professionals
Human Capital Index Surveys
Case report: Skandia
Case report: Clarica
Section F: Conclusion
Key Learning Points
Case Study: Corus Colors
Case Study: BC Hydro and Power Authority

Chapter 4: Measuring and Demonstrating the ‘Customer’ Value of HR Services

Executive Summary
Section A: Introduction
HR/Business Results Disconnect
Friday5s and MondayManager
The HR Scorecard
Section B: Assessing Customer Feedback
Examples from Case Study Companies
Acting on Customer Feedback
External Customer Focus
Section C: HR Auditing
What is an HR Audit?
Section D: HR and Change Management
Case report: BC Hydro Transmission and Distribution
Section E: HR Return on Investment
A Five-level Assessment Process
Section F: Conclusion
Key Learning Points
Case Study: Scotiabank

Chapter 5: Measuring, Comparing and Improving Process Efficiency

Executive Summary
Section A: Introduction
Getting the Balance Right
Section B: Efficiency Measures
Technology
Section C: Saratoga’s Ten Key Measures of Human Capital
The Measures in Detail
Measurement Dynamics
The Dangers of a ‘Dollar’ Focus
Section D: Benchmarking
Survey Findings
Hackett Benchmarking 2001 Research Findings
The Saratoga Institute
Benchmarking and Continuous Improvement
The Dangers of Benchmarking
Section E: Performance Measurement Matrix
Section F: Conclusion
Key Learning Points
Case Study: US Office of Personnel Management

Chapter 6: Creating and Measuring Shared Services Centres and Outsourcing Arrangements

Executive Summary
Section A: Introduction
Section B: Shared Services Defined
Operating as a Business
Section C: Shared Services Survey Findings
Why Centralize?
Case report: Synetix
Services Within the Centre
Shared Services Effectiveness
Section D: Shared Services Challenges
Technology
Identifying Processes to Migrate to the Centre
Internal Resistance
Staff Reskilling
Shared Services Planning and Implementation Process
Seventeen Stages in Setting up a Shared Services Centre
Section E: Performance Measurement
Benchmarking a Shared Services Centre
Case report: Motorola
Shared Services Balanced Scorecard
Section F: Service Level Agreements
Case Study Company Example
Evolving the SLA
Section G: Whether to Outsource or Insource
Why Outsource
Why Insource
Outsourcing/Shared Services Similarities
Section H: Outsourcing Research Findings
Business Intelligence Survey Findings
Outsourcing Institute/Dun and Bradstreet Research Findings
Hackett Benchmarking and Research Findings
Outsourcing Success
Case report: Yokagawa Europe
Section I: An ‘Outsourcing Scorecard’
Identifying Strategic Goals
Section J: Conclusion
Outsourcing Critical Success Factors
Shared Services Critical Success Factors
Key Learning Points
Case Study: BP and Exult

Chapter 7: Aligning HR Staff with HR Strategic Goals

Executive Summary
Section A: Introduction
Section B: Identifying Key Competencies
Case report: BC Hydro
Section C: Becoming Strategically and Business Focused
The Role of HR Scorecard Creation
Communication
A Practical Knowledge of the Business
Section D: An HR Executive Vice-president’s Five Key HR Competencies
Section E: Ulrich’s Five Competencies for HR Professionals
Delivery of HR Practices
Management of Culture
Management of Change
Personal Credibility
Section F: Understanding the Role of Performance Measurement
Strategic HR Performance Management
A Causal Relationship
HR can be Measured
A Significant Challenge
The ROI Methodology
Financial Measures
Section G: Change Management
Change Management and the Balanced Scorecard
Case report: Clarica
Section H: Conclusion
Key Learning Points
Case Study: Nextel Communications

Chapter 8: Creating the HR Scorecard

Executive Summary
Section A: Introduction
Section B: The Benefits of Creating an HR Scorecard
Contributing to Business Strategy
Consensus on the HR Strategy
Section C: Creating the HR Scorecard – Introduction
Section D: Hewitt Associates Template
Four Phases to Scorecard Management
Section E: BSCol Action Working Group Template
Six-step Best Practice Template
Section F: Cascading the HR Scorecard
Section G: HR Scorecard Barriers and Critical Success Factors
Linked to the Strategy
Leadership Commitment
Internal Communication
Feedback and Learning
HR Consultants’ Critical Success Factors
Case report: Prudential
Section H: Conclusion
Key Learning Points
Case Study: Verizon Communications
Case Study: First Union