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A tragic story of targets and “Incentives” When explaining how poor targets and measures destroy common sense, I often cite the case of Accident and Emergency (A&E) times in UK NHS hospitals. The government (through the Department of Health & Social Services DHSS) were concerned that patients were having long waits within A&E. So, to [...] How do you get joined up services in city councils that operate like silos? I saw such a question on a discussion forum recently, and this was my reply. It relates to a balanced scorecard engagement with a UK City Council looking to create joined up thinking and working. You have correctly spotted that city [...] 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: [...] Prof Bob Kaplan: Strategy maps and themes as aids to communicating strategy Last night I attended Bob Kaplan’s presentation in London on his latest thinking around scorecard development. His talk was entitled “Communicating strategy and managing the strategy execution process with strategic themes”. In the first part of his talk he explained how companies are [...] |
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