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by Paul R. Niven
Balanced Scorecard: Step-by-Step for Government and Nonprofit Agencies, 2nd Edition
Title Page
Copyright Page
Dedication
Preface
THE BALANCED SCORECARD
USING THE BALANCED SCORECARD IN THE PUBLIC AND NONPROFIT SECTORS
HOW THE BOOK IS ORGANIZED
Acknowledgments
NEW ACKNOWLEDGMENTS FOR THE SECOND EDITION
ACKNOWLEDGMENTS FROM THE FIRST EDITION
Chapter 1 - Introduction to the Balanced Scorecard
WHY MEASUREMENT IS SO IMPORTANT
WHY THE BALANCED SCORECARD?
THE RISE OF INTANGIBLE ASSETS IN VALUE CREATION
THE BALANCED SCORECARD
NOTES
Chapter 2 - Adapting the Balanced Scorecard to Fit the Public and Nonprofit Sectors
PERFORMANCE MEASUREMENT IN THE PUBLIC AND NONPROFIT SECTORS
ADAPTING THE BALANCED SCORECARD
IMPORTANCE OF CAUSE AND EFFECT
BENEFITS OF USING A BALANCED SCORECARD
NOTES
Chapter 3 - Before You Begin
DO YOU KNOW WHY YOU’RE DEVELOPING A BALANCED SCORECARD?
EXECUTIVE SUPPORT: A CRITICAL ELEMENT OF YOUR BALANCED SCORECARD
EXECUTIVE SPONSORSHIP IN ACTION
YOUR BALANCED SCORECARD TEAM
WHERE SHOULD WE BUILD THE BALANCED SCORECARD?
CRITERIA FOR CHOOSING AN APPROPRIATE ORGANIZATIONAL UNIT
HUMAN AND FINANCIAL RESOURCES NECESSARY FOR THE BALANCED SCORECARD
YOUR BALANCED SCORECARD DEVELOPMENT PLAN
THE PLANNING PHASE OF BUILDING A BALANCED SCORECARD
THE DEVELOPMENT PHASE
NOTES
Chapter 4 - Training and Communication Planning for Balanced Scorecard Success
TRAINING IS CRITICAL FOR BALANCED SCORECARD SUCCESS
DESIGNING YOUR BALANCED SCORECARD TRAINING PROGRAM
DEVELOPING A COMMUNICATION PLAN TO SUPPORT YOUR BALANCED SCORECARD INITIATIVE
NOTES
Chapter 5 - Mission, Values, and Vision
MISSION
VALUES
VISION
NOTES
Chapter 6 - Strategy: The Core of Every Balanced Scorecard
STRATEGY IS EVERYWHERE
WHAT IS STRATEGY?
DO WE NEED A STRATEGY?
MANY APPROACHES TO STRATEGY FORMULATION EXIST
STRAIGHTFORWARD APPROACH TO STRATEGY DEVELOPMENT
STRATEGY AND THE BALANCED SCORECARD: A CRITICAL LINK
NOTES
Chapter 7 - Strategy Maps
WHAT IS A STRATEGY MAP?
DEVELOPING YOUR STRATEGY MAP
CHOOSING YOUR STRATEGY MAP PERSPECTIVES
REVIEWING BACKGROUND MATERIALS ON STRATEGY MAP RAW MATERIALS
DEVELOPING STRATEGY MAP OBJECTIVES IN EACH PERSPECTIVE
DEVELOPING OBJECTIVES FOR THE CUSTOMER PERSPECTIVE
DEVELOPING OBJECTIVES FOR THE INTERNAL PROCESS PERSPECTIVE
DEVELOPING OBJECTIVES FOR THE EMPLOYEE LEARNING AND GROWTH PERSPECTIVE
DEVELOPING OBJECTIVES FOR THE FINANCIAL PERSPECTIVE
DEVELOPING A SHARED UNDERSTANDING WITH OBJECTIVE STATEMENTS
TIMEOUT
CONDUCTING AN EFFECTIVE STRATEGY MAPPING WORKSHOP
HOW MANY OBJECTIVES ON YOUR STRATEGY MAP?
REVIEWING THE STRATEGY MAP
WHEN ALL ELSE FAILS: KISS
THE STRATEGY MAP JOURNEY AT FOOD FOR THE HUNGRY U.S. (FHUS)
NOTES
Chapter 8 - Performance Measures, Targets, and Initiatives
WHAT ARE PERFORMANCE MEASURES?
DEVELOPING MEASURES FOR EACH OF THE FOUR PERSPECTIVES
MEASURES FOR THE CUSTOMER PERSPECTIVE
MEASURES FOR THE INTERNAL PROCESS PERSPECTIVE
MEASURES FOR THE EMPLOYEE LEARNING AND GROWTH PERSPECTIVE
MEASURES FOR THE FINANCIAL PERSPECTIVE
FINAL THOUGHTS ON SELECTING PERFORMANCE MEASURES
CRITERIA FOR SELECTING PERFORMANCE MEASURES
RECORDING YOUR MEASURES IN A DATA DICTIONARY
TARGETS
INITIATIVES
NOTES
Chapter 9 - Creating Alignment by Cascading the Balanced Scorecard
WHAT IS CASCADING?
THE CASCADING PROCESS
NOTES
Chapter 10 - Linking Resource Allocation to the Balanced Scorecard
HISTORY OF PERFORMANCE AND BUDGETS
LINKING BUDGETS AND BALANCED SCORECARDS
BENEFITS TO EXPECT FROM THE PROCESS
NOTES
Chapter 11 - Reporting Results
FROM THEORY TO PRACTICE
BALANCED SCORECARD SOFTWARE
DEVELOPING YOUR OWN BALANCED SCORECARD REPORTING SYSTEM
THE NEW STRATEGY-CENTERED MANAGEMENT MEETING
NOTES
Chapter 12 - The City of Charlotte: A Balanced Scorecard Success Story
2003 INTERVIEW
2007 INTERVIEW
Chapter 13 - Sustaining Balanced Scorecard Success
UPDATING THE BALANCED SCORECARD
AN EMERGING DISCIPLINE: THE OFFICE OF STRATEGY MANAGEMENT
AN OSM CASE STUDY: NEW BRUNSWICK (NB) POWER
THE BALANCED SCORECARD IS ABOUT CHANGE
NOTES
Appendix - The Importance of Terminology and a Balanced Scorecard Glossary
Index
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