Appendix 2: balanced scorecard examples
An extract from "how to implement a balanced scorecard in 16 weeks" a workshop presented by David Parmenter
Dashboard Template
Staff Satisfaction Employee Satisfaction
Staff Satisfaction Expense to Revenue Ratio "Top 10%"Customer Satisfaction May-07 Jun-07 Jul-07 Aug-07 Sep-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07
80% 60% 90% Div 1 0.34 0.65 0.55 0.44 0.55 60%
Customers group A 65% 70% 75% 80%
70% 80% Div 2 0.65 0.67 0.69 0.71 0.73 68%
Customers group B 65% 62% 59% 56%
50%
60% 70% Div 3 0.65 0.62 0.59 0.56 0.53 65%
Customers group C 66% 67% 66% 66%
40% 60%
50%
50% Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07
40% 30%
40%
30%
20% 30% Value of New Business
20% 20%
10% Vale of new business Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07
10% 10% New product 1 1.2 1.3 1.4 1.5 1.5 1.6 1.7 1.8 1.9 2.0 2.1 2.1 2.2 2.3
0% 0% 0% New product 2 2.3 2.4 2.6 2.7 2.9 3.4 3.9 4.4 4.9 5.4 5.9 6.5 7.0 7.5
Jul-07
Jun-07
Aug-07
Sep-07
May-07
Dec-06
Aug-06
Sep-06
Oct-06
Nov-06
Aug-07
Feb-07
Jan-07
Apr-07
May-07
Jul-07
Mar-07
Jun-07
Jun-07
Jul-07
Aug-07
Sep-07
May-07
New product 3 0.3 0.5 0.8 1.0 1.3 1.5 1.8 2.0 2.3 2.5 2.8 3.0 3.3 3.5
Actual Target Customers group A Customers group B
Div 1 Div 2 Div 3 Customers group C
Sales Volumes
Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04 Apr-04 May-04 Jun-04 Jul-04 Aug-04 Sep-04 Oct-04
$M Value of New Business 000s NPAT Year to Date Reported Accidents Country 1 45.0 42.0 39.0 36.0 33.0 30.0 27.0 24.0 21.0 18.0 #REF! #REF! #REF! #REF!
8 40,000
20 120 Country 2 54.0 51.0 48.0 45.0 42.0 39.0 36.0 33.0 30.0 27.0 #REF! #REF! #REF! #REF!
7 35,000 Country 3 24.0 21.0 18.0 15.0 12.0 9.0 6.0 3.0 0.0 0.0 #REF! #REF! #REF! #REF!
100
6 30,000
15 Country 4 32.0 29.0 26.0 23.0 20.0 17.0 14.0 11.0 8.0 5.0 #REF! #REF! #REF! #REF!
5 25,000 80 155.0 143.0 131.0 119.0 107.0 95.0 83.0 71.0 59.0 50.0 #REF! #REF! #REF! #REF!
4 20,000 10 60
3 15,000
40 Expense to Revenue Ratio
2 10,000 5
20 Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07
1 5,000
Actual 50.0% 51.0% 52.0% 53.0% 54.0% 55.0% 53.0% 51.0% 49.0% 47.0% 45.0% 43.0% 41.0% 39.0%
0 0 0 0
Target 45.0% 45.0% 45.0% 42.0% 42.0% 42.0% 42.0% 39.0% 39.0% 39.0% 39.0% 35.0% 35.0% 35.0%
Jan-07
Jun-07
Jul-07
Sep-06
Oct-06
Nov-06
Feb-07
Mar-07
Sep-07
Aug-06
Dec-06
Apr-07
May-07
Aug-07
Nov-06
Oct-06
Dec-06
Jan-07
Apr-07
Jun-07
Aug-06
Sep-06
Feb-07
Mar-07
Jul-07
Aug-07
Sep-07
May-07
Return on Capital Employed
Actual 8.00% 8.5% 9.0% 9.5% 10.0% 10.5% 11.0% 12.0% 13.0% 14.0% 12.0% 10.0% 8.0% 10.0%
New product 1 New product 2 Target 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0% 10.0%
YTD Actual YTD Budget Div1 Div2 Rolling 12 months
New product 3
Reported accidents
Sales Volumes Sales Volumes (2) Net Profit After Tax (NPAT) Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07
180 180 5,000 Div1 2 3 4 2 2 2 2 3 2 4 5 2 6 1
160 160 Div2 3 2 1 2 1 2 4 3 6 5 2 1 1 3
140 140 4,000 Div3 1 1 2 3 4 3 3 3 3 3 3 3 3 3
120 120
3,000 Rolling 12 months 83 83 85 87 89 91 93 95 97 99 101 99 103 105
$000s
100 100
80 80 2,000
GRAPH TREND DATA
60 60
40 40 1,000 Net Profit after Tax
20 20 Month Actual Budget Forecast YTD Actual YTD Budget
0
0 0 Oct-02 2,630 3,500 2,630 2,630 3,500 2,630
Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep-
Oct-03
Apr-04
Oct-04
Jan-04
Feb-04
Jun-04
Jul-04
Sep-03
Nov-03
Mar-04
Aug-04
Sep-04
Dec-03
May-04
Jan-04
Jun-04
Jul-04
Sep-03
Oct-03
Dec-03
Apr-04
Sep-04
Oct-04
Nov-03
Aug-04
Mar-04
Feb-04
May-04
02 02 02 03 03 03 03 03 03 03 03 03 Nov-02 2,522 2,000 2,522 5,153 5,500 5,153
Dec-02 2,452 3,500 2,452 7,605 9,000 7,605
Country 1 Country 2 Jan-03 2,680 2,500 2,680 10,285 11,500 10,285
Country 1 Country 2 Country 3 Country 4 Actual Budget
Country 3 Country 4 Feb-03 2,513 3,500 2,513 12,798 15,000 12,798
Mar-03 2,222 2,500 2,222 15,020 17,500 15,020
Apr-03 2,404 2,500 2,404 17,424 20,000 17,424
May-03 4,507 4,000 2,363 21,931 24,000 19,787
Return on Capital Employed Operational Efficiency Operational Capacity Jun-03 4,194 4,500 2,097 26,125 28,500 21,884
16% 100% 3500
Jul-03 4,304 2,500 2,152 30,429 31,000 24,036
14% Aug-03 2,002 2,000 2,087 32,431 33,000 26,123
95%
12% 3000 Sep-03 2,069 1,500 2,022 34,500 34,500 28,145
10% 90%
8% 2500
Net Profit After Tax
85% 3,500 Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08
6%
2,000 Actual 2,452 2,680 2,513 2,222 1,304 1,207 2,500 2,500 2,000 2,500 2,500 3,500
4% 2000 3,500 Budget 3,500 2,500 3,500 2,500 2,500 2,000 2,013 1,822 2,452 3,500 3,500 6,334
80%
2% 2,500 Forecast 1,207
0% 75%
3,500 YTD Actual 0 0 0 0 0 0 0 0 2,452 5,132 7,645 9,867 11,171 12,378
1500
0 0 0 0 0 0 0 0 3,500 6,000 9,500 12,000 14,500 16,500 19,000 21,500 23,500 26,000 28,500 32,000
Oct-06
Apr-07
Jan-07
Apr-07
Jul-07
Feb-07
Mar-07
Jul-07
2,500 YTD Budget
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Mar-07
Jun-07
Aug-07
Sep-07
Sep-06
Nov-06
Dec-06
Jan-07
Jun-07
Aug-07
Sep-07
Feb-07
Aug-06
May-07
May-07
Jun-07
Aug-06
Oct-06
Apr-07
Aug-07
Dec-07
Dec-06
Feb-07
Oct-07
2,500 YTD Forecast 12,378 14,391 16,214 18,666 22,166 25,666 32,000
4,000
Actual Target Actual Target Actual Forecast Total Capacity Operational Efficiency
Operataional efficiency Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07
Actual 85.0% 87.0% 89.0% 91.0% 93.0% 95.0% 93.0% 91.0% 89.0% 87.0% 85.0% 83.0% 81.0% 79.0%
Target 85.0% 85.0% 85.0% 85.0% 85.0% 87.5% 87.5% 87.5% 87.5% 90.0% 90.0% 90.0% 90.0% 92.5%
Operational Capacity
Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-07
Actual 1,900 1,800 1,700 1,850 1,950 2,100 2,200 2,500 2,500 2,400 2,300 2,500 2,800 3,000
Forecast 3,000 2,900 3,400 3,400 3,600
Total Capacity 2,200 2,200 2,200 2,200 2,200 2,800 2,800 2,800 2,800 2,800 2,800 3,200 3,200 3,200 3,200 3,200 3,200 3,200