Balanced Scorecard
Customizing a Balanced Scorecard Model for Non-profits
The balanced scorecard is a useful tool for designing strategies that are able to encompass different perspectives in an organization that are related to different types of important objectives. Robert Kaplan and David Norton were the primary advocates that made the Balanced Scorecard approach popular as they found shortcomings with the traditional management systems ability to see the entire organization from a comprehensive perspective.
This approach was designed to be a tool that can help management translate vision and strategy into objectives and measures across four balanced perspectives: the financial perspective, customer perspective, internal process perspective, and the learning and growth perspective. Each perspective is important by itself, however when the four approaches are "balanced" then a type of synergy can emerge that can propel an organization to success. Because of the popularity of this approach in the private sector, the model has also been adapted to be used in the private sector. This analysis will utilize the balanced scorecard method and apply it to the ReHabilitation Center whose vision is to be ?a leader in providing and assessing desired services to people with disabilities.
Balanced Scorecard Discussion
Although the non-profit organization does not have customers in the traditional sense, it does serve some population in a similar way. For example, a nurse in a non-profit clinic will most likely provide care along the same lines as for-profit health institution. There may be subtle differences in the way these organizations operate, but at their core they are service providers that try to maximize the services that they give to their patients. The ReHabilitation Center has narrowed down on two categories of metrics that they feel are most relevant to the population that they serve.
The first is based largely on customer satisfaction which is also a consumer perspective that is also important in the private sector. However, for the ReHabilitation...
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