Balanced Scorecard
Development of the Balanced Scorecard was led by the CEO of The Nolan Norton Institute, David P. Norton, with Dr. Robert S. Kaplan, a professor at
the Harvard Business School, as an academic consultant. The process measures the performance of an organization from several different perspectives. Because the Balanced Scorecard does not focus simply on financial
factors, it has since been adopted by organizations in the public sector as well.
The DOT Procurement community adopted the Balanced Scorecard in approximately 1996 and HRMAT implemented it for the HR community in 1998. Our process surveys HR Customers, HR Employees, and HR Managers about the
delivery and importance of HR services.
HR Customer Survey
HR customers are asked their level of agreement with and importance of 22 statements in categories of Timeliness, Quality, and Service Partnership.
For example, in the Timeliness category, statement #1 is "Products and services are provided when I need them."
Customers are also asked to rate the HR office overall.
HR Employee Survey
HR employees are asked their level of agreement with and importance of 38 statements in four categories; Quality Work Environment, Executive
Leadership, Service Partnership, and Mission Goals. For example, in the Quality Work Environment category, statement #1 is "My HR office provides flexibility in my work schedule."
HR employees are also asked to rate the overall quality of worklife in their HR office.
HR Manager Self Assessment Survey
HR managers are asked to rate their own HR organizations in categories; Excellence in Human Resource Programs, Information Technology, Quality Workforce, Mission Goals, and Financial Perspective.
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