Publications

summer 2000
Article

The Balanced Scorecard: A Strategic Management System for Multi-Sector Collaboration and Strategy Implementation

By: Robert S. Kaplan, Noorein Inamdar, Mary Lou Helfrich Jones and Rita Menitoff

Keywords: Balanced Scorecard; Strategy; Management; Cooperation

January–February 2018
Article

Inclusive Growth: Profitable Strategies for Tackling Poverty and Inequality

By: Robert S. Kaplan, George Serafeim and Eduardo Tugendhat

More than a billion people in the developing world remain in extreme poverty and outside the formal economy. Traditional CSR programs have done little to alleviate the situation and rarely produce transformative change.
Instead of trying to fix local problems,... View Details

Keywords: Inclusive Growth; Sustainability; Social Impact; Business Strategy; Shared Value; Impact Investing; Inequality; Corporate Governance; Balanced Scorecard; Strategy Execution; Economic Growth; Developing Countries and Economies; Poverty; Equality and Inequality; Corporate Social Responsibility and Impact; Strategy; Investment

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November 2003 (Revised August 2005)
Case

First Commonwealth Financial Corporation

First Commonwealth Financial Corp., a financial institution in central and southwestern Pennsylvania, implemented the Balanced Scorecard for describing and implementing its new customer-focused strategy. Its founder and chairman decided that the Balanced Scorecard also... View Details

Keywords: Balanced Scorecard; Corporate Strategy; Customers; Corporate Governance; Governing and Advisory Boards; Customer Relationship Management; Executive Compensation; Financial Services Industry; Banking Industry; Pennsylvania

09 Jan 2006
Research & Ideas

When Benchmarks Don’t Work

is fundamentally different. Is It Possible To Evaluate Differentiated Services? The question remains: how to evaluate the effectiveness of service units that offer differentiating outputs? Dave Norton and I argue that the cause-and-effect linkages in a service unit's... View Details

Keywords: by Robert S. Kaplan; Service

23 Oct 2000
Research & Ideas

The Strategy-Focused Organization

In The Strategy-Focused Organization, HBS professor Robert Kaplan and David Norton, president of the Balanced Scorecard Collaborative, share the results of ten years of research into companies that have... View Details

Keywords: by Robert S. Kaplan & David P. Norton

02 Feb 2004
Research & Ideas

Mapping Your Corporate Strategy

Since the 1990s, the Balanced Scorecard system has cut a path in business as a more rigorous way to measure performance by quantifying what had been considered intangible assets, such as human capital,... View Details

Keywords: by Martha Lagace

30 Aug 2004
Research & Ideas

Mapping Your Board’s Effectiveness

asking an occasional question or offering an occasional comment to show that they are doing their due diligence. Extending the Balanced Scorecard and strategy map framework to board members will enable them... View Details

Keywords: by Robert S. Kaplan

October 1996 (Revised April 1998)
Case

Mobil USM&R (D): Gasoline Marketing

Mobil US Marketing & Refining has shifted from a centralized staff-driven organization to decentralized business-units. Staff functions now must negotiate service agreements with a buyer's committee consisting of representatives from the profit-center business units.... View Details

Keywords: Balanced Scorecard; Management Teams; Human Resources; Agreements and Arrangements; Organizational Change and Adaptation; Customers; Situation or Environment; Business Units; Energy Industry; Mining Industry; United States

June 2005 (Revised March 2006)
Case

Domestic Auto Parts

Describes a meeting of an executive team to discuss strategy for a company turnaround. The exercise is to construct a strategy map and Balanced Scorecard to capture the new strategy. View Details

Keywords: Balanced Scorecard; Strategy; Business Strategy

August 1998 (Revised December 1998)
Case

Wells Fargo Online Financial Services (B)

By: Robert S. Kaplan and Nicole Tempest

Describes how the Balanced Scorecard built by the Online Financial Services (OFS) group is used to select the highest-priority initiatives for the organization. Currently, initiatives arise continually throughout the organization, and management spends considerable... View Details

Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Financial Services Industry; Banking Industry

March 1999
Case

City of Charlotte (B)

This case shows how two operating departments-transportation and police-translate the high-level corporate scorecard for the city into departmental balanced scorecards. The transportation department follows a highly structured approach designed to link initiatives... View Details

Keywords: Crime and Corruption; Global Strategy; National Security; Balanced Scorecard; Organizational Design; Technology Adoption; Public Administration Industry; Transportation Industry

December 1998 (Revised February 1999)
Case

City of Charlotte (A)

The city manager's office in Charlotte, North Carolina, is attempting to align and focus the city's programs and operating departments. City managers, working collaboratively with the elected mayor and city council, have identified five strategic themes to make... View Details

Keywords: Balanced Scorecard; Government Administration; City; Growth and Development Strategy; Adoption; Public Sector; Management Teams; Programs; Performance Evaluation; Motivation and Incentives; Public Administration Industry; North Carolina

September 2009 (Revised August 2011)
Case

Transworld Auto Parts (A)

By: V.G. Narayanan and Lisa Brem

Transworld Auto Parts had to implement its new strategy flawlessly to survive the auto industry upheaval. The new CEO asked her leadership team to craft strategy maps and balanced scorecards to help each division implement its strategies. View Details

Keywords: Business Divisions; Leadership; Balanced Scorecard; Management Teams; Business Strategy; Corporate Strategy; Auto Industry; Manufacturing Industry

March 2001 (Revised April 2001)
Case

Montefiore Medical Center

By: Robert S. Kaplan and Syeda Noorein Inamdar

A large urban medical center implements the Balanced Scorecard management tool. Elaine Brennan, senior VP of operations, has reorganized a highly functional health care organization into decentralized patient care centers and support units. Having recently endured the... View Details

Keywords: Balanced Scorecard; Health Care and Treatment; Management Systems; Organizational Structure; Corporate Strategy; Leadership Development; Growth and Development Strategy; Financial Reporting; Budgets and Budgeting; Cost Accounting; Corporate Accountability; Communication; Health Industry

June 1998 (Revised August 2001)
Case

Wells Fargo Online Financial Services (A)

By: Robert S. Kaplan and Nicole Tempest

Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... View Details

Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Banking Industry; Financial Services Industry

November 2012 (Revised April 2013)
Case

TWA Parts (Abridged)

By: V.G. Narayanan

Transworld Auto Parts had to implement its new strategy flawlessly to survive the auto industry upheaval. The new CEO asked her leadership team to craft strategy maps and balanced scorecards to help each division implement its strategies. View Details

Keywords: Business Divisions; Leadership; Balanced Scorecard; Management Teams; Business Strategy; Corporate Strategy; Auto Industry; Manufacturing Industry