Balanced Scorecard, as well as the scorecard measures. Details also ’s appear in Kaplan, R. S. and D. P. Norton, The Balanced Scorecard: (Harvard Business School Press: ), 1996, Translating Strategy into Action 183-185. This case illustrates how a government organization can adapt the typical Balanced Scorecard approach to implement its vision and mission. Instead of the financial perspective that appears the top of a for-profit firms Balanced Scorecard, the City of uses five focus areas, modified somewhat from the initial areas, at the top of its Balanced Scorecard. The City of then uses four perspectives in the following order: customer (citizens), financial, process, and learning and growth. The City of s fiscal year 2010 report (page 35) at lists the objectives below for its four perspectives. Further details on objectives, measures, and targets are provided on subsequent pages of the fiscal year 2010 report. Strategic Community Housing and Transportation Environment Economic focus safety neighborhood development areas development City of Balanced Scorecard Perspective Reduce crime Strengthen Provide safe, Safeguard Promote convenient the economic transportation environment opportunity Customer choices Increase perception of safety Expand tax Deliver Invest in Maintain Financial base and competitive infrastructure AAA rating revenues services Develop Enhance Optimize Process collaborative customer business solutions service processes Promote Recruit and Achieve Learning and learning and retain positive growth growth skilled, employee diverse climate workforce
’s Balanced Scorecard, as well as the scorecard measures. Details also appear in Kaplan, R. S. and D. P. Norton, The Balanced Scorecard: Translating Strategy into Action (Harvard Business School Press: ), 1996, 183-185. This case illustrates how a government organization can adapt the typical Balanced Scorecard approach to implement its vision and mission. Instead of the financial perspective that appears the top of a for-profit firms Balanced Scorecard, the City of uses five focus areas, modified somewhat from the initial areas, at the top of its Balanced Scorecard. The City of then uses four perspectives in the following order: customer (citizens), financial, process, and learning and growth. The City of s fiscal year 2010 report (page 35) at lists the objectives below for its four perspectives. Further details on objectives, measures, and targets are provided on subsequent pages of the fiscal year 2010 report. Strategic focus areas Community safety Housing and neighborhood development Transportation Environment Economic development City of Balanced Scorecard Perspective Customer Reduce crime Strengthen Provide safe, convenient transportation choices Safeguard the environment Promote economic opportunity Increase perception of safety Financial Expand tax base and revenues Deliver competitive services Invest in infrastructure Maintain AAA rating Process Develop collaborative solutions Enhance customer service Optimize business processes Learning and growth Promote learning and growth Recruit and retain skilled, diverse workforce Achieve positive employee climate