Balanced Scorecard in a Charity Organisation

Balanced Scorecard
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Balanced Scorecard > Best Practices > Balanced Scorecard in a Charity Organisation

Balanced Scorecard in a Charity Organisation
Sey Ojo, Accountant, United Kingdom, Member
I have just completed a project implementing the Balanced Scorecard in a not for profit organisation. It has successfully assisted in reducing the expectation gap between the serviced users and the service provider as well as reduced the turnaround time for query between operations directorate and its internal customers. (...) Read more? Sign up for free
 

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Balanced Scorecard in a Small not for Profit Organization
David Green, Project Manager, United States, Member
Congratulations Seyi on accomplishing this. I'm curious as to what occurred to cause the organization to realize they needed a scorecard? I'm on the board of a not for profit organization, and I'm trying to garner support for a scorecard approach, but since the organization is so small (fewer than 20 employees), measurements beyond financial measurements are looked at as unnecessary overhead.
 

 
Balanced Scorecard in a Charity Organisation
Sey Ojo, Accountant, United Kingdom, Member
One of the indicators was the need to develop a set of KPIs for the operations in a way that is both manageable and timely. There were several complaints on the slow rate of response of one directorate to the other; people within the same company (over 1500 staff) thought they were working in different organisations due to slow-pace of reaction and this resulted in a general lack of trust in each other. It began to affect service delivery to the service user.
Working on a BSC involved people from the different directorates sitting and working together helped to expose the key constraints and suggestions mutually agreed on how issues can be resolved.
These were tried, amended and agreed. The main objective in executing this was to satisfy the customers - both external and internal. In a charity sector, the customer perspective is ranked above financial perspective. It requires time and must be cost-effective for it to be worth the trouble.
 

 
BSC in a Small Not-for-profit Organization
Paul Maguire, Business Consultant, United States, Member
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Balanced Scorecard in a not for Profit Organisation
Sey Ojo, Accountant, United Kingdom, Member
(...)
 

         
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