Balanced Scorecard Example 1 - Free Download
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Electric Utility, Inc. – Balanced Scorecard Example
©2010 Palladium Group, Inc
Objectives Measures (D=Drivers) Targets Initiatives
FY01 FY02 FY03
Financial
•Maximize returns
•Profitable growth
•Leverage asset base
•Manage operating costs
•ROCE
•Revenue growth
•Asset utilization rate
•Operating costs / customer
14%
6%
80%
$150
14.5%
8%
85%
$140
15%
12%
90%
$125
Customer
•Industry leading customer loyalty •Customer Satisfaction Rating 80% 85% 90%
Internal Processes
Business Growth
•Capitalize on deregulation
opportunities
•Optimize trading opportunities
•Develop innovative services
•Use alliances and joint ventures
•Leverage cross-group R&D
Continued Public Support
•Proactively manage relationships
•Ensure reliable services
•Communicate/educate customers
Customer Service Excellence
•Seamless cross-group delivery
•Understand customer drivers
•Effective customer services
Optimize Core Business
•Optimize asset utilization
•Max return on resource allocation
•Continued cost management
•Enterprise-wide risk management
•% revenue from deregulated products/services
•% trading revenue
•Revenue from new services
•% customers serviced through alliances/joint ventures
•NPV product/service pipeline
•% R&D projects meeting protocol gates (D)
•Customer/partner satisfaction (5 point scale)
•Reliability index
•% communication/education coverage
•% communication/education plans executed (D)
•Promise delivery %
•New product uptake rate
•On-time market projects (D)
•Customer satisfaction rating C.S.D. (see above)
•Problem resolution cycle time C.S.D. (D)
•% rate capacity attained
•Employee productivity improvement
•% cost reduction
•Cost of disruption vs. plan
•Time to recovery (D)
5%
10%
$500M
10%
$500M
90%
4.0
90/100
100%
80%
90%
20%
90%
85%
6hr
80%
2%
4%
+/-15%
8hr
7%
12%
$550M
20%
$550M
95%
4.5
92/100
100%
85%
95%
25%
95%
89%
4hr
85%
3%
5%
+/-10%
4hr
10%
15%
$600M
25%
$600M
100%
4.5
95/100
100%
90%
97%
30%
100%
95%
3hr
90%
4%
6%
+/-5%
2hr
•Customer loyalty program
•Telecom infrastructure development
•Trading risk assessment
•Research alliance program
•Preventative maintenance
•Community outreach
•Cross-selling marketing program
•Service dispatch automation
•CIS upgrade
•Call center software integration
•Fossil maintenance benchmark
•Shared service
benchmark/outsourcing initiative
•ERP Implementation
L&G
•Ensure market-driven skill
•Leading employee satisfaction
•World Class Leadership
•Strategic skill coverage ratio
•Hours in strategic skills training (D)
•Employee satisfaction rating (5 point scale)
•Leadership effectiveness ratio (5 point scale)
65%
10
3.0
4.0
75%
12
4.0
4.5
85%
15
4.5
4.5
•Competency profiling
•Performance compensation link
•Leadership training program
