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.
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