Chapter 1: The Case for Realigning Scorecards
Executive Summary
A Realistic Strategic Focus
Adoption Trends and Drivers
Realigning the Scorecard
Findings on Realignment
Overview – Scorecard Challenges
Key Learning Points
Case Study: Duke Children’s Hospital

Chapter 2: Building Strategic Focus
Executive Summary
Refocusing Strategy and the Scorecard
Strategy Maps and Pathways
• Considering Strategy Maps
Case Report: Dupont Engineering Polymers – Using Strategic Pathways
Case Report: Yell – Building Strategic Focus
• Strategy Maps: Key Learning Points
Leveraging the Strategic Scorecard
• Discovering the Potential
Case Report: National Australia Bank, Global Wholesale Financial Services
Europe – Strategic Dialogues and Feedback
Case Report: City of Brisbane – Cascading the Strategic Agenda
Leveraging Strategic Scorecards: Key Learning Points
Alternative Scorecard Approaches
• New Thinking in Public Sector Scorecards
• Dynamic Business Scorecard
• Alternative Scorecard Approaches: Key Learning Points
Overview – Strategy/Scorecard Challenges
Key Learning Points
Case Study: Avaya UK

Chapter 3: Converting Strategic Focus to Performance
Executive Summary
Rethinking Structural Alignment
Integrating Scorecards with Other Models
• The Need for Integration
Case Report: Unilever HPCE – Integrating Business Excellence and the Scorecard
Case Report: Subaru-Isuzu Automotive – Aligning Baldrige and the Scorecard
• Integrating Scorecards: Key Learning Points
Integrating Scorecards with Management Processes
• Management Process/Systems Alignment
Case Report: Bristol & West Consumer Direct Division – Aligning Structure
and Processes
Case Report: City of Brisbane – The Scorecard and Planning Cycles
• Aligning Processes and Planning: Key Learning Points
Aligning Initiatives to Strategic Focus
• Using Strategic Initiatives
Case Report: Nortel Networks – Converting the Strategic Focus
Case Report: Department of Revenue, State of Washington – Prioritizing Initiatives
• Aligning Initiatives: Key Learning Points
Overview – Alignment/integration Challenges
Key Learning Points
Case Study: Borealis Group

Chapter 4: Accelerating People and Organizational Performance
Executive Summary
Reinterpreting Performance and Business Growth
Enabling Stretch Performance
• Shifting the Performance Bar
Case Report: Hydro One Inc – Aligning and Driving Performance
• Shifting the Performance Bar: Key Learnings
Aligning People and Work Groups
• Creating Line-of-Sight
Case Report: Aventis Pharma Respiratory Technology Division – Building Business
Understanding
Case Report: Department of Revenue, State of Washington – Executive Performance Agreements
• Aligning People and Work Groups: Key Learnings
Engaging the Organization
• Using Tools and Reinforcers
Case Report: Hilton Hotels Corporation – Creative Incentives and Scorecards
Case Report: Ascom Mailing Systems – Engaging the Organization
• Engaging the Organization: Key Learnings
Overview – Scorecard and Performance Challenges
Key Learning Points
Case Study: Southern Gardens Citrus Processing

Chapter 5: Continuous Scorecard Adaptation
Executive Summary
Why Scorecards are Adapted
Scorecards and Business Change
• Adopting and Adapting Scorecards
Case Report: Tibbet & Britten Group – Scorecard Adoption in a Fast Growth Business
Case Report: GAK Netherland – Merger Impact on Scorecard
• Adopting and Adapting Scorecards: Key Learnings
Designing Specialist Scorecards
Building the Bespoke Scorecard
Case Report: Hewitt Associates – the HR Scorecard
Case Report: Zurich Life UK, IT Department – the IT Scorecard
Designing Specialist Scorecards: Key Learnings
• Refocusing Scorecard Measures
Case Report: Sears Roebuck – Causal Linkages between Measures
Case Report: Subaru-Isuzu Automotive – Realigning Performance Measures
• Refocusing Scorecard Measures: Key Learnings
Overview – Scorecard Evolution Challenges
Key Learning Points
Case Study: BP Chemicals

Chapter 6: Scorecards and the Technology Interface
Executive Summary
Defining the Technology Interface
Enterprise-wide Approaches
• The Enterprise Perspective
Case Report: Telecom Italia – Strategic Feedback System
Case Report: Parcelforce Worldwide – ERP and the Scorecard
• Enterprise-wide Approaches: Key Learnings
Electronic Scorecards and Reporting
• Introducing Specific Solutions
Case Report: City of Brisbane – Building an IT System for Scorecard Support
Case Report: Dalkia Utilities Services – Real Time Performance Reporting
• Introducing Electronic Scorecards/Reporting: Key Learnings
Effecting Scorecard/technological Change
• Exploiting the Technology Interface
Case Report: Ascom Mailing Systems – Technology as a Scorecard Enabler
Case Report: Lucent Technologies – A Scorecard Simulation Tool
• Exploiting the Technology Interface: Key Learnings
Overview – Scorecard Technology Challenges
Key Learning Points
Case Study: Ericsson Infotech

Chapter 7: Scorecards in New Enterprises
Executive Summary
Interpreting Emerging Trends
Scorecards in Dot.Coms
• Identifying the Challenges
Case Report: Haburi.com – The Scorecard Dashboard
• Scorecards in Dot.Coms: Key Learnings
Scorecards and Value Methodologies
• Scorecard Connections to Value
Case Report: Parcelforce Worldwide – Activity-based Management and
the Scorecard
Case Report: Borealis Group – The Budgetless Organization
Scorecards and Value Methodologies: Key Learnings
Emergent Methodologies/developments
• What is Emerging?
Case Report: SAS Institute – e-Commerce Scorecard
• Emergent Methodologies: Key Learnings
Overview – Scorecard Methodology Challenges
Key Learning Points
Case Study: Banking 365

Chapter 8: Reviewing Scorecard Realignment
Executive Summary
Introduction
Why Realign the Scorecard?
Initiating Scorecard Reviews
Where Changes Occur
Driving Scorecard Change
Overview – Challenges of Scorecard Change
Key Learning Points
Case Study: Nationwide Building Society

References
Index