Chapter 1. Introduction.

Shaps Study Overview.

Study Analysis Groups.

Chapter 2. Scorecard Systems Overview.

What Is A Scorecard System?

Attributes Of Scorecard Systems.

Reasons For Implementing (Operational Versus Strategic).

Impetus For A Scorecard System Initiative.

Benefits Of A Scorecard System.

Best Practice Organization Benefits.

Achieving Significant Benefits: International Results.

Use Of Scorecard Systems By Demographic Segment, Size, Industry

What's Next?

Chapter 3. Establishing Motivation.

Background.

Impetus For Implementation.

Use Of Targets.

Linking Performance Measures To Compensation And Rewards.

Aligning Measures And Employees To Organizational Goals.

Advertising Success.

Measures Used.

Software Features Made Available.

Communicating Appropriate Reasons For Scorecard Implementation.

Summary.

Chapter 4. Enabling A Supportive Organizational Environment.

Background.

Have Buy-In From Top Level Management.

Articulate And Communicate The Organizational Strategy.

Define And Communicate The Reasons For And Benefits Of Implementing A Scorecard System.

Align Human Capital To The Strategy.

Have A Strategy Champion To Maintain The Visibility Required To Be Successful.

Have Employees That Accept And Use The System.

Use A Feedback Loop To Understand Progress And Make Changes Where Required.

Suitable Automation.

Eventually Link To The Compensation And Reward Systems.

Use Consultants Appropriately.

Provide Adequate Time To Implement And Realize Benefits.

Have A System That Is Pervasive, But Implemented In Phases.

Summary.

Chapter 5. Design Of A Scorecard System I: The Organizing Framework.

Organizing Framework.

What Is An Organizing Framework And Why Do We Need One?

Popular Frameworks.

Frameworks Typically Chosen.

Industry Example.

Can An Organization Have Multiple Frameworks?

Multiple Frameworks Or Management Initiatives?

Summary.

Chapter 6: Design Of A Scorecard System II: Other Issues

Background.

Ties Between Measures And Organizational Strategy.

Linking Compensation With Performance.

A Pervasive Scorecard System.

Tracking The "Right" Measures.

Does Your Costing System Support Your Scorecard System?

Self-Evaluation Questionnaire.

Summary.

Chapter 7. Implementation Strategies.

Communicating Scorecard Concepts

Selling The Scorecard.

Organization Levels.

Approaches To Implementation.

Impact Of Implementation Approach.

Industry Differences.

Framework And Levels Of Implementation.

Plans For Future Roll-Out.

Updating Scorecards.

Summary.

Chapter 8. Implementation Issues.

Implementation Timeframe And Deadline.

Implementation Timeframe And Reason For Scorecard System Deployment.

Implementation Timeframe And The Approach.

Effect Of Rationale On Implementation.

Number Of Measures.

Time To Implement Scorecard Software.

Use Of External Consultants.

Consultants And Scorecard Automation.

Organizational Buy-In.

Scorecard And Other Performance/Cost Management Tools.

Summary.

Chapter 9. Scorecard Automation.

Need For Automation.

Extent Of Data And Report Automation.

Software Options.

Software Deployment.

Reporting Results.

System Functionality And Features.

System Flexibility.

Data Accessibility.

Summary.

Chapter 10. Best Practice Considerations Checklist.

Best Practice Considerations Checklist.

Appendix. Case Studies.

Suzano Petroquimica.

Fujitsu Services Oy.

First National Bank: Banking Operations.

Hospitality Services Company.

Financial Service Company.

Pfizer.

City Of Boston.

Entertainment Subscription Company.

Glossary.

Index.

Acknowledgments.