INDEX3M 235 ABB 215 ABC see activity-based costing Access 283 accessibility needs, customer perspectives 57-68 accounting traditions 5-6, 10-11, 40-1, 58, 82, 104-5, 273 action plans 17-24, 32, 46-7, 62-3, 71-3, 136-7, 254, 265 activity-based costing (ABC) 1, 273 administrative units, scorecards 22-4, 53-73 ambassadors 50-1, 184-93 AMF Pension 75-7, 81, 110, 114, 118, 120, 133-5, 214, 273-4 background 75-7, 110, 114, 118, 120, 133-5, 214, 273-4 challenges 110, 114, 118, 120 historical background 75-6 interfaces 214 IT support 273-4 strategy maps 133-5 application selections 15-37, 103-23, 254, 267-74 assets 3, 5-7 see also intangible... Bain's management tools survey 1 balanced scorecard (BSC) see also scorecards concepts 1-13, 15-24 failures 1, 11-12, 285, 287-8 historical background xi, 1-13 perspectives 3-5, 12-13, 15-24, 29, 106-23, 125-47 usage statistics 1-2, 12 behavioural controls 231-2, 240-1 benchmarking exercises 33-4, 97-8, 186, 190, 195, 205, 285-6 best practices 1-13, 75, 161-2 biases 285 bonuses 64-8, 108, 139, 178, 230-51 see also rewards Borjestig, Mats 86 bottom-up issues 160-1, 195-6, 224, 257-8 BPR see business process reengineering brainstorming sessions 275 brands 6-7 British Airways Limited 77-9, 112, 119, 136, 151-2, 161-6 background 77-9, 112, 119, 136, 151-2, 161-2, 165-6, 210-11 challenges 112, 119 dialogues 151-2, 161, 165-6, 171 historical background 77-8 incentives 243, 245-6 interfaces 196, 200, 203, 210-11 IT support 266, 277 measures 78-9, 112 monthly reports 166, 171 responsibilities 180-1, 184-5 strategy maps 136 superior managers 151-2 Brookings Institute 7 BSC see balanced scorecard budgets 8-9, 70-1, 86, 92, 104-5, 159-60, 222-3, 289 business activities, suitable uses 20-2, 26-9, 35 business games, Skandia Navigator 49-50 business languages 289 business logics 15-24, 28-30, 76, 92-3, 147, 177, 212-13, 223-7, 286 business modelling 141-3 business process reengineering (BPR) 1, 6 business stakeholders 177-93 business units 20-2, 26-9, 35 Carendi, Jan 39-42 case studies xi-xii, 13, 34, 34-7, 39-99, 103-23, 130-47, 195-227 see also individual companies cash flows, rolling forecasts 8-9, 89-90, 215 cause-and-effect issues 4, 8, 11, 31-2, 45-9, 56-8, 64-8 diagrams 56-8, 64-8, 256-7 IT support 256-7 strategy maps 126-47 challenges xi-xiii, 12-13, 34-7, 43-73, 101-23, 286-90 application selections 103-23 case studies 51-2, 54-6, 66-7, 103-23 categories 102-5 change 41-73, 102-23, 286 concepts 13, 101-23, 288-9 continuous processes 103-4, 108, 115-23 initial developments 103-4, 109-15 IT investments 279-82 motivation 103-23, 229-30, 286, 288-9 `NADIR' story 101-5, 107, 115 playbooks 173 `Polish subsidiary' story 106-9, 247 resources 103-23, 288-9 Skandia Navigator 43-73 stories 101-9 WHY/WHAT/HOW keywords 102-23, 217 change 41-73, 102-23, 214, 286 cobweb diagrams 20-3 collaboration 196, 220-7 Collins, Michael xii communications 8-13, 35, 195-6, 213, 285-6, 288-9 concepts 8-13, 195-6, 213, 285-6, 288-9 dialogues 35, 105, 149-74, 195-6, 285-6, 288-9 incentive models 244-6 Skandia Navigator 41-73, 195-6 strategy maps 12, 17-24, 34-5, 37, 63, 76, 79, 125-74, 288-9 communities 188-93 competencies xii, 3, 5-6, 26, 57-64, 126-47, 218-19, 286-8 see also skills competition factors, interfaces 202-3 Concours Cepro xii consultants 30, 32, 101-2, 147, 177-9, 210 continuous processes 26, 62, 67-73, 103-4, 108, 115-23 contracts, incentives 243-4, 251 controls future prospects 289-90 theoretical perspective 223-6, 288 converters, system dynamics 143-5 cosmetics example, incentives 238-9 credo, scorecard prospects 285-7 critical success factors (CSFs) 17-32, 45-6, 57, 71-3, 132-7, 156-7, 163-4 concepts 17-18, 31-2, 132-3, 137, 163-4, 175, 184, 203-5, 224-5 IT support 254, 256 CRM see customer relationship management CSFs see critical success factors culture considerations 24-6, 55-73, 153-4, 188, 223, 285-90 customer perspectives 3-13, 15-24, 29, 210 accessibility needs 57-68 cause-and-effect diagrams 57-8, 64-8 challenges 106-23 concepts 3-7, 15-24, 29 employees scorecards 210 market surveys 33-4, 59-61, 72-3 non-profit organizations 29 Skandia Navigator 40-73 strategy maps 17-24, 34-5, 125-47 customer relationship management (CRM) 210 customization concepts 234-5 data 5-7, 12, 254-5, 277-81 HP hierarchy 84 uses 32-4, 36-7, 177-9, 249-50, 263-4, 277-81 warehouses 12, 271-2 databases 5-7, 12, 254-5, 277-81 design issues 7-10, 12, 13, 15-37, 102, 105, 286-90 concepts 26-37, 286-90 scorecard designers 177-93 development perspectives 3-5, 8-13, 15-24, 28-9, 210 see also learning; skills challenges 106-23 concepts 3-5, 15-24, 29 employees scorecards 210 non-profit organizations 29 outsourced activities 28 Skandia Navigator 40-73 strategy maps 17-24, 34-5, 125-47 dialogues 35, 37, 105, 149-96, 285-6 see also communications background 35, 37, 105, 149-74 case studies 151-74 concepts 35, 37, 105, 149-74, 285-6 horizontal dialogues 152-3, 227 incentives 37, 64-8, 169-70 management considerations 149-74 multiple dialogues 149-54 playbooks 172-4 processes 154-74 recommendations 174 results 164-74 scorecard analysts 178-93 strategy maps 149-74, 288-9 targets 158-74 difficulties 13, 51-2, 54-6, 66-7, 101-23, 279-80 see also challenges IT uses 279-82 documentation needs 254-69, 285-90 Dolphin Navigator System 44-73 see also Navigator drivers 20-4, 139-42, 165, 179-93, 236 Drucker, Peter 230-1 e-mail lists 254, 265 economic profits 132-3 economic value added (EVA) 225 education needs, IT 277-9, 282 Edvinsson, Leif 40-2, 45 efficiencies 3-5, 18-24 EFQM see European Foundation for Quality Management employees 5-9, 12, 15, 20-6, 39-73, 149-74, 210, 229-51, 286-7 see also development perspectives; human resources concepts 5-7, 12, 20-2, 24-6, 149-74, 210, 229-51, 286-7 dialogues 149-74 Dolphin Navigator System 44-73 incentives 5, 36-7, 64-8, 108, 169-70, 203, 229-51 intangible assets 5-7 morale boosts 27-9 motivation 27-9, 103-23, 229-30, 286, 288-9 opportunistic behaviour 241-4, 249 personal scorecards 209-10, 257 shared views 24-6, 55-73, 153-4, 223, 285-90 Skandia Navigator 39-73, 109 training 62-4, 176-7, 188-93, 277-9, 282 enterprise resource planning (ERP) 262, 272, 282 Ericsson Enterprise 20-1, 35, 80-1, 109-10, 118-20, 136-7, 140, 162-4 background 80-1, 109-10, 118-20, 136-7, 140, 162-4, 203-5 challenges 109-10, 118, 120 dialogues 162-4, 170 `grid' 20-1, 80-1, 136-7 historical background 80 incentives 230-1 interfaces 196, 199, 203-5, 215-16 IT support 261 responsibilities 180, 184, 190-1 strategy maps 136-7, 162-4 ERP see enterprise resource planning ethical concerns 286 European Foundation for Quality Management (EFQM) 97 EVA see economic value added Excel 266, 269-72, 276-8, 283 expensive functions 27-9 experiences xi-xiii, 2-3, 11-13 external aspects 4, 10-11, 15-24 facilitators 177 fads 11-13, 285, 287 failures 1, 11-12, 285, 287-8 feedback loops 17, 32-4, 71-3, 140-1, 267 The Fifth Discipline (Senge) 142-3 financial perspectives 3-5, 15-24, 29 see also growth...; profits challenges 106-23 concepts 3-5, 15-24, 29 non-profit organizations 29 Skandia Navigator 40-73 strategy maps 17-24, 34-5, 125-47 financial rewards 5, 36, 64-8, 108, 229-51 flexibility needs xiii, 12, 13 flows, system dynamics 143-5 forecasts 164-5 Fuji Xerox 97 future considerations see long-term views FuturICing, Skandia Navigator 46-7 gaming dangers 145, 196, 222-3 Gartner Group 253, 267-8 government agencies 5, 9, 20-3, 28-9, 81-3, 85-7 see also non-profit organizations suitable uses 28-9 growth perspectives 3-7, 106-23 Halifax's Theory Z 15 Helsingborg 81-3, 87, 110-17, 138-9, 156-7, 181-92, 207-8, 221 background 81-3, 110-17, 138-9, 156-7, 181-92, 207-8, 221 challenges 110-17 dialogues 156-7 historical background 81-2 interfaces 207-8, 221 IT support 264-5 responsibilities 181-3, 187-9, 191-2 strategy maps 138-9, 156-7 Henriks, Göran 86 Hewlett-Packard (HP) 83-4, 121, 191, 204 background 83-4, 121, 191, 204 challenges 121 historical background 83 interfaces 204 responsibilities 191 hierarchical controls 223-4, 285-6 see also top-level... historical background BSC 1-13 business modelling 141-3 HLC see Lund Heart and Lung Centre horizontal dialogues 152-3, 227 see also dialogues HOW keywords, challenges 103-23, 217 HP see Hewlett-Packard HR see human resources human focus, Skandia Navigator 40-73 human resources (HR) 9, 12, 15, 20-2, 27-8, 40-73 see also employees implementation methods 32, 43-73, 101-23 see also challenges software 274-9 in-house productions, software 267, 269-70 incentives 5, 36-7, 64-8, 108, 169-70, 203, 229-51 background 5, 36-7, 64-8, 108, 169-70, 203, 229-51 case studies 230-51 communications 244-6 concepts 229-51 contracts 243-4, 251 cosmetics example 238-9 customization concepts 234-5 dialogues 37, 64-8, 169-70 embedded scorecards 235-41 explicit introductions 244-5 management considerations 246 metrics 230-51 multi-dimensional incentives 232-5 operational considerations 244-51 opportunistic behaviour 241-4, 249 performance communications 245-6 recommendations 250-1 reward contrasts 233 team-based schemes 248-51 winner-takes-all schemes 246-8 information see also knowledge disclosures 10-11, 72-3, 176-93, 233, 244-5, 288 HP hierarchy 84 information systems (IS) 6, 22-5, 27-8, 32-4, 42, 84, 177-93, 277 information technology (IT) xii, 1, 5-7, 22-8, 32-7, 177-93, 253-83 see also Internet; software; web... background xii, 1, 5-7, 22-8, 32-7, 177-93, 253-83 break-down links 254, 257-8 case studies 255-83 challenges 279-82 concepts xii, 1, 5-7, 22-8, 32-7, 177-93, 253-83 department scorecards 22-5, 27-8 difficulties 279-82 education needs 277-9, 282 initial stages 254-7 input/output challenges 280-3 intranets 29-30, 43-73, 169-70, 176-7, 191, 272, 277-8 investment payoffs 279-83 outsourced activities 28 payoffs 279-83 performance monitoring 254, 258-66, 281 recommendations 282-3 requirements lists 275-6 responsibilities 276-7 role links 37, 177-8, 253-83 Skandia 43-73, 256-7, 263 strategic activities 254, 256-7, 265-83 suitable applications 254, 267-74 support functions 36-7, 43-73, 83-4, 177, 253-83 target-setting support 254, 258-65 training needs 277-9 usage deviations 279-82 initial developments, challenges 103-4, 109-15 innovations 4, 20-1, 235 see also development perspectives input challenges, IT investments 280-3 insider-trading rules 10-11 intangible assets 5-7, 20, 28, 39-73, 285-6 concepts 5-7, 20, 28, 285-6 share prices 7 intellectual capital 6-7, 39-73 see also intangible assets interfaces 36-7, 195-227 see also relationships background 36-7, 195-227 case studies 195, 199-227 collaboration 196, 220-7 competition factors 202-3 concepts 36-7, 195-227 different levels 201-10 IT support 257-8 maps 37 matrix organizations 197-8, 215-27 metrics 201-10 recommendations 226-7 strategic intent 37, 195-227 theoretical perspective 223-6 time dimensions 198-9, 221-2 top-level scorecards 195-227, 257-8 internal aspects 4-13, 15-24, 26-9, 176 see also process perspectives internal marketing 176, 223 Internet see also web... HP 83-4 Nordea plc 88-9 intranets 29-30, 43-73, 169-70, 176-7, 191, 272, 277-8 introduction methods 41-73 concepts 24-34, 289 process view 32-4 scorecards 24-34, 175-9, 289 IS see information systems issues, concepts 13, 15, 34-7, 123 IT see information technology JAL Information Technology Co. Ltd (JIT) 85, 110, 206 background 85, 110, 206 challenges 110 historical background 85 interfaces 206 IT support 269 Jochnick brothers 91 Jönköping 20-3, 85-7, 111, 113-14, 116, 119, 138, 159-60 background 20-3, 85-7, 111, 113-14, 116, 119, 138, 159-60 budgets 159-60 challenges 111, 113-14, 116, 119 cobweb diagrams 20-3 dialogues 159-60 historical background 85-6 interfaces 208-9, 212-13 responsibilities 186 strategy maps 138 Kaplan, Robert S. xi, 4, 6, 12, 17, 40, 46, 96, 126, 131, 265 KappAhl 150, 206, 269-70 key design issues xi-xiii, 12, 13, 15-37 key performance indicators (KPIs) 20-4, 113, 119, 135-42, 187-8, 203-5 concepts 20-4, 135-42, 203-5 strategy maps 135-42 knowledge 84, 104-5, 227, 254, 286-8 see also information concepts 84, 104-5, 227, 286-8 HP hierarchy 84 IT support 254 Skandia Navigator 39-73 KPIs see key performance indicators Krarup, Thorleif 88-90, 181 lagging and leading indicators, scorecards 139-47, 221, 257-8 learning xi-xiii, 3-13, 26, 32-4, 52-3, 106-23, 178-93 see also development perspectives; training learning organizations 26, 32-4, 171-2, 178-93 learning pilots 178-93, 211-13, 262-3 Lilje-brinck, Kerstin 163-4 linked perspectives 8-10, 34-7 local units interfaces 195-227 responsibilities 183-93 long-term views xii-xiii, 4, 8, 31-2, 214, 220-2, 289-90 Lund Heart and Lung Centre (HLC) 87-8, 112, 117, 121-2, 135-8, 167, 181, 185-9 background 87-8, 112, 117, 121-2, 135-8, 167, 181, 185-9 challenges 112, 117, 121-2 dialogues 167 incentives 237 interfaces 196, 201, 213, 216 IT support 258-9, 265, 270-1 responsibilities 181, 185-9, 192 strategy maps 135-8 Malcolm Baldridge Award 97 management considerations 44-83, 92-9, 109-20, 190-1, 195-227, 285-90 see also responsibilities; superior... dialogues 149-74 hierarchical controls 223-4 incentive models 246 interfaces 195-227 learning organizations 26, 32-4 maturity aspects 1-13, 26, 147, 285 modern tools 285-90 prospects 285-90 strategy maps 147, 155-74 management control systems 7-10, 32-4 management information systems (MISs) 45, 141-3 maps 12, 17-24, 34-5, 37, 63, 125-47 see also strategic maps concepts 12, 17-24, 34-5, 37, 63, 125-47 interfaces 37 market shares 202 market surveys 33-4, 59-61, 72-3 matrix organizations, interfaces 197-8, 215-27 measures 8-24, 31-7, 58-79, 106, 119, 126-47, 158-79, 190-2, 237 see also metrics concepts 8-10, 17-24, 31-4, 36-7, 58-68, 119, 177-9, 190-2, 237 incentives 230-51 IT support 254-83 links 8-10, 34-7 outcome measures 139-47, 169-74, 232-51, 260-1 strategy maps 126-47 uses 237 Xerox 98-9 meetings 162-4 British Airways Limited 78-9 Skandia Navigator 43-4, 49-50, 53-72 Merkantildata A/S 248 background 248 incentives 248 metrics 8-10, 17-24, 126-47, 158-74, 177-9, 201-10 see also measures concepts 8-10, 17-24, 126-47, 177-9, 201-10 incentives 230-51 interfaces 201-10 IT support 254-83 Microsoft PowerPoint 256, 262, 269, 276-8 middleware 263 MISs see management information systems mission 41-73, 95 modelling attempts, strategy maps 141-7, 278 monthly reports 71-3, 166, 167-74, 190-2, 277-8 morale boosts 27-9 motivation 27-9, 103-23, 229-30, 286, 288-9 multi-business corporations 11-12 `NADIR' story 101-5, 107, 115 Navigator 39-73, 109, 117-18, 152-4, 184-91 see also Skandia background 39-73, 109, 117-18, 152-4 challenges 51-2, 54-6, 66-7, 109, 117-18 difficulties 51-2, 54-6, 66-7, 109, 117-18 Dolphin Navigator System 44-73 first generation 39-44 meetings 43-4, 49-50, 53-72 process perspectives 40-73 second generation 44-73 non-profit functions 20-2, 26-9, 44, 53-73, 177, 253-83 non-profit organizations 5, 9, 20-3, 28-9, 81-3, 85-7 see also government agencies Nordea plc 20-2, 88-90, 110-13, 121, 132, 135, 139, 222 background 20-2, 88-90, 110-13, 121, 132, 135, 139, 222 challenges 110-11, 113, 121 dialogues 89-90, 153 historical background 88 interfaces 201-2, 215, 222 IT support 272 PPMM model 89-90, 181, 215, 272 responsibilities 181, 187-8 rolling financial forecasts 89-90, 215 service level agreements 89-90, 153 strategy maps 132, 135, 139 time dimensions 222 Norton, David P. xi, 4, 6, 12, 17, 40, 46, 96, 126, 131, 265 Norwegian Air Force 262 objectives, scorecards xii-xiii, 7-8, 20-9 OLAP 268 Olsson, Sten 163-4 operational considerations xii-xiii, 244-51 opportunistic behaviour, incentives 241-4, 249 opportunities, playbooks 172-4 organizational interfaces see interfaces Oriflame Cosmetics 91-3, 111-14, 130-1, 155-6, 180, 185, 200, 206-12 background 91-3, 111-14, 130-1, 155-6, 180, 185, 206-12, 222 challenges 111, 114 dialogues 155-6 historical background 91 interfaces 200, 206-7, 211-12, 222 IT support 256, 262-3 responsibilities 180, 185 strategy maps 130-1, 155-6, 206-7 time dimensions 222 Ottosson, Karin 185-6, 188 outcome measures 139-47, 169-74, 232-51, 260-1 output challenges, IT investments 280-3 outsourced activities, IT 28 overview 34-7 payoffs, IT investments 279-83 performance communications, incentives 245-6 Performance Drivers - a Practical Guide to Using the Balanced Scorecard (authors) xi, 2, 5, 12, 15, 33, 96, 128, 133, 146, 178, 237 performance management 224-5 performance reports 3-11, 64-5, 158-79, 190-2, 214, 254, 258-66, 281 perspectives, BSC 3-5, 12-13, 15-24, 106-23 pilot projects 26-7, 92, 211-13, 262-3 playbooks 172-4 `Polish subsidiary' story 106-9, 247 Porter, Michael 155 portfolio management 225 preparations, scorecards 30 presentations 29-30, 32, 56-7, 256, 265, 268-9 priorities 27-9 process management systems 273 process perspectives 3-13, 15-24, 28-9, 210, 215-27 see also efficiencies challenges 106-23 concepts 3-7, 15-24, 29 employees scorecards 210 non-profit organizations 29 outsourced activities 28 Skandia Navigator 40-73 strategy maps 17-24, 34-5, 125-47 ProDacapo 273 profit sharing 231-2, 240-1 profits 3-5, 18-24, 108, 231-2, 240-1 QPR 273 R&D see research and development reflective practices 171-2 relationships xii, 3, 5-8, 31-2, 35, 46-73, 152-74, 195-227 see also interfaces renewal and development, Skandia Navigator 40-73 requirements lists, IT support 275-6 research and development (R&D) 27-8 resources see also human resources challenges 103-23, 288-9 knowledge 84, 104-5 responsibilities 30, 35-6, 126, 165, 175-93 see also roles ambassadors 50-1, 184-93 background 175-93 case studies 179-93 communities 188-93 concepts 175-93 IT support 276-7 local units 183-93 matrix organizations 197-8, 215-27 primary responsibilities 177-9 recommendations 192-3 targets 165 results see also measures dialogues 164-74 targets 164-9, 190, 202-3, 237-8, 243-51, 254-83 return on investment (RoI) 7 revisions, scorecards 32-4 rewards 5, 36, 64-8, 108, 229-51 see also incentives customization concepts 234-5 multi-dimensional rewards 232-5 Ricoh Co. Ltd 93, 140-2 background 93, 140-2 historical background 93 strategy maps 140-1 RoI see return on investment roles 30, 35-6, 105, 175-93 see also responsibilities background 175-93 case studies 179-93 concepts 175-93 IT 37, 177-8, 253-83 primary roles 177-9 recommendations 192-3 roll-out steps 32 rolling forecasts 8-9, 89-90, 176, 215 Sandström, Per-Arne 80 Scandinavian Airlines System (SAS) 93-5, 111, 113, 167-8, 191, 204-5 background 93-5, 111, 113, 167-8, 191, 204-5 challenges 111, 113 dialogues 167-8 historical background 93-4 interfaces 204-5 monthly reports 167-8, 191 responsibilities 191 steering model 95 scenarios 172-3 scorecard analysts 178-93 scorecard designers 177-93 scorecards challenges xi-xiii, 12-13, 34-7, 43-73, 101-23, 286-90 collaboration 196, 220-7 concepts xi-xiii, 1-13, 15-24, 175-93, 285-90 contracts 243-4, 251 credo 285-7 dialogues 35, 37, 105, 149-93 failures 1, 11-12, 285, 287-8 historical background xi, 1-13 incentives 5, 36-7, 64-8, 108, 169-70, 203, 229-51 interfaces 36-7, 195-227 introduction methods 24-34, 41-73, 175-9, 289 IT xii, 1, 5-7, 22-5, 27-8, 32-4, 36-7, 177-93, 253-83 lagging and leading indicators 139-47, 221, 257-8 matrix organizations 197-8, 215-27 modern management prospects 285-90 objectives xii-xiii, 7-8, 20-9 preparations 30 prospects 285-90 responsibilities 30, 35-6, 126, 165, 175-93 revisions 32-4 seminars 31-2, 77, 108, 176-7 snapshots 15-24 strategy maps 12, 17-24, 34-5, 37, 63, 76, 79, 125-74, 206-7, 278 time dimensions 4, 30, 139-47, 198-9, 221-2 top-level scorecards 30, 31-2, 76-7, 80-1, 84, 92-3, 195-227, 257-8 usage statistics 1-2, 12 uses 1-2, 7-13, 12, 15-37, 105-23, 224 varieties 3, 8-9, 12, 15-37, 105-23 seminars, scorecards 31-2, 77, 108, 176-7 Senge, P.M. 142 service level agreements (SLAs) 89-90, 153, 215 service units 20-2, 26-9, 131-47 share prices, intangible assets 7 shared views 24-6, 55-73, 153-4, 188, 223, 285-90 shareholder value 7, 94-5, 132-3, 225 short message service (SMS) 265 short-term issues 31, 108, 138-9, 222 simplification needs, strategy maps 128 Skandia 13, 34-73, 117-18, 144-6, 152-9, 179-84, 195-6, 201 see also Navigator ambassadors 50-1, 184-93 background 13, 34-73, 117-18, 144-6, 152-9, 179-84, 195-6, 201, 214 bonuses 64-8, 139 business games 49-50 challenges 51-2, 54-6, 66-7, 109, 117-18 change projects 41-73 dialogues 152-4, 157, 159, 195-6 difficulties 51-2, 54-6, 66-7, 109, 117-18, 214 Dolphin Navigator System 44-73 historical background 39-41 human focus 40-73 incentives 234-5 interfaces 195-6, 201, 214 IT support 43-73, 256-7, 263, 274, 278-9 meetings 43-4, 49-50, 53-72 monthly reports 71-3 process perspectives 40-73 responsibilities 179-80, 183-4 shared views 55-73, 154 strategy maps 144-6, 152, 157, 159 surveys 59-61, 72-3 unit ambitions 68-70 workshops 43-4, 49-50, 183-4 yearly conference 68-70 skills 3-5, 18-26, 126-47, 288 see also competencies SLAs see service level agreements SMS see short message service snapshots, scorecards 15-24 software 1, 12, 172, 253-83 see also information technology background 253-83 data warehouses 12, 271-2 ERP 262, 272 evaluation criteria 267-9 implementation methods 274-9 in-house productions 267, 269-70 requirements 275-6 selection criteria 267-74 stand-alone solutions 270-2, 282 suitable applications 254, 267-74 task-force selections 274-6 specialists' knowledge, Skandia Navigator 39-73 staff units 20-2, 26-9 see also employees stakeholders 5-6, 12, 30, 54-5, 177-93, 290 business stakeholders 177-93 dialogues 35, 37, 105, 149-74 responsibilities 177-93 stand-alone solutions, software 270-2, 282 standards 11-13 stocks, system dynamics 143-5 strategic bets 288-90 strategic goals 20-1, 31-2, 46-73, 131-74, 202-3, 232-3, 254 strategic intent 5, 195, 199-227, 285-90 case studies 195, 199-227 interfaces 37, 195-227 recommendations 226-7 strategic management 225 strategic themes 17, 131-47 concepts 131-47 system dynamics 143-5 strategies 5, 7-8, 11-13, 15-24, 26-34, 104-23, 125-74, 285-90 challenges 104-23, 286 concepts 12, 17-24, 26-34, 104-23, 125-47, 155-6, 285-90 interfaces 37, 195-227 IT support 254, 265-83 strategy maps 12, 17-24, 34-5, 37, 63, 76, 79, 125-74, 206-7, 278, 288-90 background 17-24, 34-5, 125-47, 155-6, 174, 288-90 case studies 130-47 concepts 17-24, 34-5, 125-47, 155-6, 174, 256, 288-90 consultants 147 dialogues 149-74, 288-9 IT support 254, 256-7, 278 management considerations 147, 155-74 modelling attempts 141-7, 278 parts 130-47 purposes 125-30 recommendations 145-7, 174 simplification needs 128 success factors 126, 290 system dynamics 143-5 unique qualities 128-30, 289 stretch targets 238, 245-6 see also targets superior management concepts 150-2 dialogues 150-74 supplier relationships 6 support functions see non-profit... synergies 225, 248-9 system dynamics 143-5 systems development 32-4 systems thinking 17, 32-4, 71-3, 140-3, 267 targets 17-24, 136-7, 157-74, 202-3 dialogues 158-74 IT support 254, 258-65, 281 responsibilities 165 results 164-9, 190, 202-3, 237-8, 243-51, 254-83 stretch targets 238, 245-6 task-force selections 274-6 TCG Cepro xii team-based incentive schemes 248-51 teams 176-9, 248-51 threats, playbooks 172-4 time dimensions 4, 30, 139-47, 198-9, 221-2, 235 time schedules 30 top-down budgets 160-1 top-level scorecards 30-2, 76-7, 80-1, 84, 92-3, 195-227, 257-8 background 30-2, 195-227 case studies 195, 199-227 hierarchical controls 223-4 interfaces 195-227 needs 199-200 total quality management (TQM) 1, 6, 176 training 62-4, 176-7, 188-93, 277-9, 282 see also learning communities 188-93 IT 277-9, 282 transaction costs 223-4 transparency see information disclosures trust 223, 287 unique qualities, strategy maps 128-30, 289 uses, scorecards 7-13, 15-37, 105-23 value-based management 224-5 varieties, scorecards 3, 8-9, 12, 15-37, 105-23 VCC see Volvo Cars virtual organizations 198 virtuous circles 17, 76, 133-5 vision 7-8, 27-33, 43-73, 95, 134-5, 176, 203-27, 281, 285-6 concepts 30-3, 176, 281, 285-6 IT support 254-8, 281-3 Skandia Navigator 43-73, 152 Volvo Cars 12, 95-7, 216-18 background 12, 95-7, 216-18 historical background 95-6 interfaces 216-18 processes 216-18 wall charts 29-30 web-based systems 43-73, 83-4, 160-1, 255-83 see also Internet HP 83-4 Skandia Navigator 43-73 WHAT keywords, challenges 103-23, 217 WHY keywords, challenges 102-23, 217 winner-takes-all incentive schemes 246-8 workshops, Skandia Navigator 43-4, 49-50, 183-4 Xerox 12, 97-9, 205-6 background 12, 97-9, 205-6 historical background 97 interfaces 205-6 XMM 97-9 Yoshikawa, Professor Takeo xii 
|
|
Chapter 1 