A Balanced Scorecard Example Tied to Core Values

This is a balanced scorecard example tied to an organization’s core values. Each core value has at least one performance measure.

Core Value: Reliability

Goal Statement:

Provide timely, accurate, and cost effective products and services the first time, every time.

Performance Measures:

• Percentage of individuals who receive products, benefits and services without adjustment.
• Percentage of individuals who receive products, benefits and services without manual intervention.

Related Strategies:

• Improve the quality of the data coming into the system.
• Improve the quality of the data residing in the system.

Core Value: Customer Satisfaction

Goal Statement:

Provide our customers what they need, when they need it.

Performance Measures:

• Percentage of customers who report they are satisfied or completely satisfied.

Related Strategies:

• Establish service level agreements (internal and external).

Core Value: Financial Sustainability

Goal Statement:

Develop and support our people, ensure the integrity of our systems, and strengthen the funding programs.

Performance Measures:

• Percentage of program funding.
• Vacancy rate.
• Percentage of clean audit findings (internal and external).

Related Strategies:

• Establish and execute strategy for improving endowment performance.

Core Value: Quality Workplace

Goal Statement:

Deliver knowledgeable, compassionate and consistent education and consultation to help employees make smart decisions.

Performance Measures:

• Percentage of employees who report they are satisfied or highly satisfied.
• Percentage of members with retirement plans in place.
• Replacement ratio.
• Percentage of customers confident in company’s decisions.

Related Strategies:

• Establish and implement a comprehensive HR plan.
• Establish baseline data on confident decision making.
• Implement comprehensive communication strategy.
• Provide coordinated, consistent training.

Eric Douglas

Eric Douglas is the senior partner and founder of Leading Resources Inc., a consulting firm that focuses on developing high-performing organizations. For more than 20 years, Eric has successfully helped a wide array of government agencies, nonprofit organizations, and corporations achieve breakthroughs in performance. His new book The Leadership Equation helps leaders achieve strategic clarity, manage change effectively, and build a leadership culture.