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I was surprised to come across references to the King’s Fund research where they suggested that the new commissioning arrangements for GPs taking over fund holding might be managed using a “balanced scorecard”. Frankly I was shocked. You see the NHS do not understand the balanced scorecard approach at all. Let me give you some [...] Both lean thinking and the balanced scorecard are very popular techniques, which on closer inspection overlap in their thinking and approach. Of course this is reassuring because both approaches are based on a degree of common sense. It is also true of six sigma thinking. One particular area where they overlap is their view [...] Reading reviews of John Kay’s latest book Obliquity, they bring out how the theme of the book is that route to success is often through the search for something else: Taking the oblique route. It is a paradox, he says, that to achieve objectives you are better not have to focus on something completely different. [...] Customers and the Balanced Scorecard I recently came across an article on the balanced scorecard on the website mycustomer.com. However I think it missed an awful lot out about how to handle customers appropriately in a balanced scorecard. Here was my reply. There are a few points I would add to from a customer perspective: [...] |
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