HR Case Study - Capita (RIPA)
Open Balanced Scorecard Program
Challenge
An international training company had a group of 24 delegates from Nigeria, Ghana, Tanzania and South Africa who needed to understand what the Balanced Scorecard was and how they could apply it in their organisations. |
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Action
In consultation with the training company, Chris Henderson designed a two week residential program. This included:
- A comprehensive understanding of the theory and background of the BSC and related tools.
- Clarity about the range of challenges to which the BSC can be applied.
- Best practice – through a number of case studies, helping participants learn what has worked elsewhere and why it has worked.
- How to use the BSC to align stakeholders, partners and staff to an organisation’s vision, strategy and plan.
- Linking strategy and performance: using the BSC as an integrated performance management system: strengthening individual and organisational performance and service delivery.
- How to plan and conduct an organisational self-assessment using BSC and use this to identify vital priorities for improvement and development in your local context.
- Develop measures – create quality measures for intangibles such as stakeholder outcomes, process effectiveness, HR, leadership and capacity development.
- Changing culture – using the BSC to identify and implement the changes needed to leadership, behaviour and culture that are required for faster and better delivery.
- Prioritising activity – identifying and pursuing a deliverable number of high leverage initiatives to overcome inertia to change and deliver results quickly within the absorptive capacity of your organisation.
- Leverage intangible assets – to identify links with, knowledge management, HR practices and leadership.
- Benchmarking results – how to design an appropriate capability procedure for benchmarking continuous improvement, and to train managers in its effective operation.
Result
Feedback from participants was that they felt better able to:
- Strengthen the leadership of their organisation and deliver better results for all stakeholders.
- Make recommendations to introduce BSC or improve its operation in their organisations.
- Use a wide variety of BSC tools.
- Create a way of articulating strategy which is clear and easily communicated to those whose support they need to ensure successful delivery.
- Create an integrated performance management system which allows them to monitor performance and delivery.
- Identify and deliver results on vital priorities for organisational development.
- Use BSC to create strategy and to learn from its implementation using an integrated strategic management system.
