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.

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