Management Consulting and Training - International Management Technologies, Inc.
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Courses > The Customer-Balanced Scorecard Using the 8 Dimensions of Excellence Framework
-- Course Outline --
SUMMARY
A balanced scorecard is a management decision tool. It is intended to be a framework for linking strategy with operational performance measures and daily work. This workshop/facilitated session uses the 8 Dimensions of Excellence model to do all that, plus create a strong bias toward customer values and innovation. Special emphasis is on how to measure service and knowledge work. Significant energy is spent on APPLICATION, once the context is set.
There are only 5 big reasons to bring this workshop to your special audience:
- You do not have a balanced scorecard, a set of cross-department key performance measures and/or a current strategic plan AND you want to get it right the first time.
- You have a scorecard but realize it is missing something critical, such as:
- Strong focus on customer priorities
- Relevance for both strategic direction and daily operations work
- Ease of understanding
- Brevity
- More than just a glorified list of milestones or To-do’s
- The power to inspire innovation, not simply measure the past
- The demonstrated ability to improve enterprise performance and personal accountability
- Integration with all strategic initiatives
- The ability to roll up, roll down and roll with the unanticipated
- You are already in a leadership position (both personally and as an enterprise) and want to stay there.
- You want to inspire and equip others to define and measure service & knowledge work in ways that matter but have not yet been done well.
- You want to become the model in your industry and win leadership recognition, such as the Malcolm Baldrige National Award.
Your award-winning facilitator will be Robin Lawton. He uses humor, a highly interactive teaching style and cross-industry examples to illustrate what is possible for your organization to achieve.
This workshop/facilitated session is only offered at your location, customized to your organization. The length normally ranges from 1-4 days, depending on the specific results you want to achieve.
WHO SHOULD ATTEND
This course is intended for executive leadership, the change agents who will help to deploy and further develop your balanced scorecard and representative prospective scorecard users.
YOU WILL LEARN HOW TO
- Conduct a self-assessment to determine how balanced your scorecard/strategic plan already is (if relevant)
- Identify the patterns of traditional scorecards and why opportunity is missed
- Align the strategic plan, key measures and 8 Dimensions of Excellence
- Destroy Vital Lies (constraining assumptions and excuses for current practice)
- Use the customer-centered strategy map to create an easy to understand scorecard
- Avoid using the rearview mirror to create the future
- Define strategic outcomes to address
- Determine what should/will be measured
- Create measures for the seemingly immeasurable
- Specify numerical improvement goals
- Assure accountability without tears
- Create balanced measures that align enterprise, department and individual performance with what you and your customers most value
- Keep the flame alive
WHAT OTHER PARTICIPANTS HAVE SAID
“This created excitement about ‘what’s possible’ and gave the members of the leadership team a new way to evaluate the work they and the organization do.”
“This model is one that can be effectively used by decision makers as well as every individual in the organization. It is the most effective model I have seen in my 15 years in management. It is a powerful change tool.”
“Very entertaining while very technical.”
WE WOULD LOVE TO HEAR FROM YOU
Call us: 941-907-0666 or 800-729-1468
Email your instructor directly: rob@imtC3.com
For more information about this course, contact us.
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