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Presented at the 2014 Student Affairs and Services Symposium at York University. The Division of Students at York University has a strategic goal to create a data-informed and measurement-managed environment. With the launch of our 5-year strategic plan in March 2013, we adopted the balanced scorecard approach to translate our strategy into measurable terms and to monitor and evaluate our progress to drive performance for success.
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Clara WongCACUSS 2014: NAVIGATING CHANGE, Session 815June 10, 2014
Measuring Success
The Balanced Scorecard Approach
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Division of StudentsPARTNERS IN STUDENT SUCCESS
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Are we there yet?
How far are we?
Are we on the right track?
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Division of StudentsPARTNERS IN STUDENT SUCCESS
What is a balanced scorecard?
• Developed by Drs. Robert Kaplan and David Norton • A performance measurement framework that gives a
‘balanced’ view of organizational performance
“An organization’s strategy must be translated into terms that can be understood and acted upon.”
- R. Kaplan and D. Norton
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Why use a balanced scorecard
Performance management in four perspectives that are aligned to our strategic plan
Vision Mission Values
Strategy
Student Experience
Internal Processes
Division Employees
Financial
Meet the needs of our students
Deliver our services with quality and efficiency
Culture, knowledge and skills
Effective use of ourresources
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Why use a balanced scorecard
A cause and effect model to operationalize our strategy`
Then services would be better and fasterIf we develop
our employees
Service quality and sustainability would increase
Outcome = increased student satisfaction
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Why use a balanced scorecard
Balance lagging indicators (outcomes) with leading indicators (operational drivers)
# employee training hours
(Leading)
% manual processing (Leading)
# person hours for processing
(Leading)
Student Satisfaction
Score
(Lagging)
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Division of StudentsPARTNERS IN STUDENT SUCCESS
How a balanced scorecard links operational performance to strategy
Strategic Plan
Strategic Goals
Goals by Perspective
Performance Measures Targets Monitor
Performance
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Creating a balanced scorecard
Step 1: Start with the strategic plan
Step 2: Translate the plan into a strategy map • Cause and effect relationships of strategic goals
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Partial strategy mapStudent Experience
Financial
Improve Student
Engagement
Improve Resource
Alignment
Improve Student
Experience
Increase Leadership
Opportunities
Improve Financial
Aid
Increase Employee
Engagement
Improve cost
control
Increase Employee
Skills
Internal Processes
Division Employees
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Creating a balanced scorecard
Step 3: Determine performance measures for each strategic goal• Relevant• Measurable• Available• Actionable
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Creating a balanced scorecard
Step 4: Set Targets• Trend• Benchmark• Baseline• Stated level
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Partial strategy map and balanced scorecard
Measures FY 2014 Target Var
Student involvement (participation count)Student utilization of support services (use count)NSSE RatingsRetention
Balanced spending
Number of student leaders% OSAP applicants funded on time# of escalations recorded through the call centre
% Employees with a professional development planEmployee engagement score
Student Experience
Financial
Improve Student
Engagement
Improve Resource
Alignment
Improve Student
Experience
Increase Leadership
Opportunities
Improve Financial Aid
Increase Employee
Engagement
Improve cost
control
Increase Employee
Skills
Internal Processes
Division Employees
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Performance by perspective
Student Experience Financial
Division Employees
Internal Processes
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Creating a balanced scorecard
Step 5: Cascade• Align the entire division - cascade strategy map and
balanced scorecard down the organization
Tier 3
Tier 2
Tier 1 Division of Students
Counselling &Disability Services
Personal Counselling
Disability Services
Registrar’s Office
Records Management
Financial Aid
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Division of StudentsPARTNERS IN STUDENT SUCCESS
Lessons learned for a successful balanced scorecard implementation• Executive support• Engage the senior team in the selection of success
measures• Assign an owner for each measure• Update and review at least every 6 months• Fine tune the measures used and their targets where
necessary - ongoing• Cascade
Questions?
Contact Information
Clara WongDirector, Business Performance ReportingDivision of Students
[email protected] x20668
![Kam-Fai Wong CUHK [1]: Robert S. Kaplan, Harvard Business School power point presentation, 1999. BALANCED SCORECARD (BSC)](https://img.pdfslide.net/doc/110x75/56649db15503460f94a9ff99/kam-fai-wong-cuhk-1-robert-s-kaplan-harvard-business-school-power-point.jpg)
