Quality in Practice: Using the Balanced Scorecard at the USPS
Jessica Casado
BSOP 588 - Managing Quality
February 11, 2014
Professor Richard Sheng
Since the beginning of time, companies are striving and working very hard, under a lot of stress, in order to survive and overcome the challenges they face day in and day out. For Managers, it can become even more challenging to execute tasks or make the most effective decisions for their teams as the competition increases. It requires the development of excellent business strategies and effective operations to deliver exceptional products and services. An original framework created by Drs. Robert Kaplan (Harvard Business School) and David Norton has helped managers and executives achieve a more 'balanced' view of organizational performance with the Balanced Scorecard. “The balanced scorecard is a strategic planning and management system that is used extensively in business and industry, government, and nonprofit organizations worldwide to align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals.”
The balanced scorecard has many advantages that companies can use. These advantages include an emphases on future organizational performance (capabilities, resources, and business processes), customer satisfaction, and organizational growth and profitable results. Applying the balance scorecard, management is able to follow specific objectives and are able to evaluate the relationships and their cause and effect. Those objectives are obtained from the strategy implementation from the balanced scorecard. It is important to note that all four persp...
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...ding timely, reliable delivery. The USPS’s “balanced scorecard” performance management tool referred to as the CustomerPerfect! model. The model established performance and accountability measures relating to the customer, the employee and the business. Consequently, it facilitates the USPS in moving closer to its goals and objectives.
References:
Amaratunga, D., Baldry, D., & Sarshar, M. (2001). “Process improvement through Performance Measurement: the Balanced Scorecard Methodology.” Work
Study 50, no. 4/5, pp. 179–188
Norton, D. & Kaplan, R (1999). “The Balanced Scorecard: Measures that Drive
Performance.” Harvard Business Review, February, pp. 71–79 https://balancedscorecard.org/Resources/AbouttheBalancedScorecard/tabid/55/Default.aspx http://www.scribd.com/doc/47940666/Balanced-Scorecard-USPS
https://www.usps.com/search.htm?q=Strategic%20planning
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Tapinos, E., Dyson, R.G. & Meadows, M. (2005). The impact of performance measurement in strategic planning. International Journal of Productivity and Performance Management, 54(5/6), 370-384.
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