Module 2 – Case
BSC FLEXIBILITY & THE CUSTOMER PERSPECTIVE
Assignment Overview
In the last module we looked at
the Balanced Scorecard and how it is implemented from a “purists
approach,” just touching on the flexibility of the tool. In this module,
we are going to look at the BSC from more of an adaptive approach. That is to
say, how adaptable is this tool given the wide variety of organizations out
there in the world?
In this assignment you are
asked to study the required readings and to read the following case study:
Basu, R., Little, C., &
Millard, C., ( 2009). Case Study: A fresh approach of the Balanced Scorecard in
the Heathrow Terminal 5 project. Measuring Business Excellence. 13(4). 2233.
Retrieved from.perf-ex.co.uk/wp-content/uploads/2012/04/T5-case-study-MBE-papaer.pdf”>http://www.perf-ex.co.uk/wp-content/uploads/2012/04/T5-case-study-MBE-papaer.pdf
Case Assignment
After reading this article,
write an essay in which you compare and contrast the Balanced Scorecard
utilized by the British Airport Authority (BAA) at Heathrow Airports Terminal
5 project with the standard quadrants typically applied in a traditional BSC
approach (Financial focus, Internal focus, Learning and Growth focus, and
Customer focus). That is to say, the Terminal 5 project was a large, public
construction project using private contractors. Yet, the BSC approach is also
applied to the manufacturing sector and health care sector, and is applied in
both private and public organizations. So, to help formulate your arguments,
you’ll want to consider how the T5 project adapted the BSC approach to fit the
prevailing circumstances.
Assignment Expectations
In formulating your essay,
discuss to what degree the evidence suggests the Balanced Scorecard approach is
amenable to most organizations.
Introduction:In this part of your essay introduce your
topic and provide a brief overview of the key points you plan to make in your
paper.
Analysis:In this section present the actual
comparison and contrast between BAAs approach to the Balanced Scorecard and
more traditional approaches.
Conclusion:Wrap up your argument with a clear and
cogent synopsis of your findings. Do your best to convince your reader (aka
your professor) that your position is valid.
Additional Instructions:Your essay should be 34 pages in length
(not counting your title page or references). You must include a title page and
a list references. APA formatting is preferred. Do not paste sections of text
into your essay. All of your work must be written in your own words. Its OK to
use a short quote now and again, but quotations must be in quotation marks and
properly cited. In-text citations should be used anytime you are borrowing
somebody elses ideas or information. That is to say, if you are borrowing a
thought from a publication from F. Leghorns article written in 2010, that
section of text must be followed with (Leghorn, 2010). Quotations, data, and
general ideas (put into your own words) should all be cited.
Module 2 – SLP
BSC FLEXIBILITY & THE CUSTOMER PERSPECTIVE
For Module 2, consider your organization’s mission and strategy from the
perspective of its potential, prospective, and present customers. In this
section of the assignment youll begin to identify objectives and measures
relevant to that perspective. Refer back to the presentation .trident.edu/content/enforced/40324-BUS499-AUG2014-2/Modules/Module1/111991ObjectivesMeasuresTargets%26ActionPlans.ppt?_&d2lSessionVal=J4G2RKoFFIk5ANVyLILwBMmpz&ou=40324″>Objectives,
Measures, Targets & Action Plans if you need to.
SLP Assignment Expectations
Once youre reasonably clear on whats involved, think about your
organization and its customers/clients/users/service
recipients/whatever-you-wish-to-call-them, and then:

Identify at least three objectives for the organization’s
customer service perspective and show how they relate to the mission,
vision, and strategy of the organization.

For each objective, develop at least one meaningful performance measure
(metric).

For each objective, identify at least one expected level of performance
(target).

For each objective, identify at least one new action or program that
needs to be developed to ensure successful implementation of the organization’s
strategy (initiative).

Comment briefly on the relationships of the customer service objectives
that you’ve identified here to the financial objectives that you identified in
the Module 1 SLP assignment. How do they help to fulfill those objectives? If
they don’t (and they don’t have to), what makes them more important than
objectives that would relate to finances?

Finally, do you wish to make any changes to your Module 1 objective
write-up in light of your Module 2 experience?
Heres a table that you may wish to copy and fill in. (The boxes are
expandable; take all the space you need to be complete in your descriptions. No
more than 23 pages should be necessary.)

Objective

Measure

Target

Action

Relationships to other objectives

Revisions (if any) to Module 1 Objectives

Objective/Module

Measure

Target

Action

In the last module we looked at
the Balanced Scorecard and how it is implemented from a “purists
approach,” just touching on the flexibility of the tool. In this module,
we are going to look at the BSC from more of an adaptive approach. That is to
say, how adaptable is this tool given the wide variety of organizations out
there in the world?In this assignment you are
asked to study the required readings and to read the following case study:Basu, R., Little, C., &
Millard, C., ( 2009). Case Study: A fresh approach of the Balanced Scorecard in
the Heathrow Terminal 5 project. Measuring Business Excellence. 13(4). 2233.
Retrieved from.perf-ex.co.uk/wp-content/uploads/2012/04/T5-case-study-MBE-papaer.pdf”>http://www.perf-ex.co.uk/wp-content/uploads/2012/04/T5-case-study-MBE-papaer.pdfAfter reading this article,
write an essay in which you compare and contrast the Balanced Scorecard
utilized by the British Airport Authority (BAA) at Heathrow Airports Terminal
5 project with the standard quadrants typically applied in a traditional BSC
approach (Financial focus, Internal focus, Learning and Growth focus, and
Customer focus). That is to say, the Terminal 5 project was a large, public
construction project using private contractors. Yet, the BSC approach is also
applied to the manufacturing sector and health care sector, and is applied in
both private and public organizations. So, to help formulate your arguments,
you’ll want to consider how the T5 project adapted the BSC approach to fit the
prevailing circumstances.In formulating your essay,
discuss to what degree the evidence suggests the Balanced Scorecard approach is
amenable to most organizations.Introduction:In this part of your essay introduce your
topic and provide a brief overview of the key points you plan to make in your
paper.Analysis:In this section present the actual
comparison and contrast between BAAs approach to the Balanced Scorecard and
more traditional approaches.Conclusion:Wrap up your argument with a clear and
cogent synopsis of your findings. Do your best to convince your reader (aka
your professor) that your position is valid.Additional Instructions:Your essay should be 34 pages in length
(not counting your title page or references). You must include a title page and
a list references. APA formatting is preferred. Do not paste sections of text
into your essay. All of your work must be written in your own words. Its OK to
use a short quote now and again, but quotations must be in quotation marks and
properly cited. In-text citations should be used anytime you are borrowing
somebody elses ideas or information. That is to say, if you are borrowing a
thought from a publication from F. Leghorns article written in 2010, that
section of text must be followed with (Leghorn, 2010). Quotations, data, and
general ideas (put into your own words) should all be cited.Module 2 – SLPBSC FLEXIBILITY & THE CUSTOMER PERSPECTIVEFor Module 2, consider your organization’s mission and strategy from the
perspective of its potential, prospective, and present customers. In this
section of the assignment youll begin to identify objectives and measures
relevant to that perspective. Refer back to the presentation .trident.edu/content/enforced/40324-BUS499-AUG2014-2/Modules/Module1/111991ObjectivesMeasuresTargets%26ActionPlans.ppt?_&d2lSessionVal=J4G2RKoFFIk5ANVyLILwBMmpz&ou=40324″>Objectives,
Measures, Targets & Action Plans if you need to.SLP Assignment ExpectationsOnce youre reasonably clear on whats involved, think about your
organization and its customers/clients/users/service
recipients/whatever-you-wish-to-call-them, and then:
Identify at least three objectives for the organization’s
customer service perspective and show how they relate to the mission,
vision, and strategy of the organization.
For each objective, develop at least one meaningful performance measure
(metric).
For each objective, identify at least one expected level of performance
(target).
For each objective, identify at least one new action or program that
needs to be developed to ensure successful implementation of the organization’s
strategy (initiative).
Comment briefly on the relationships of the customer service objectives
that you’ve identified here to the financial objectives that you identified in
the Module 1 SLP assignment. How do they help to fulfill those objectives? If
they don’t (and they don’t have to), what makes them more important than
objectives that would relate to finances?
Finally, do you wish to make any changes to your Module 1 objective
write-up in light of your Module 2 experience?Heres a table that you may wish to copy and fill in. (The boxes are
expandable; take all the space you need to be complete in your descriptions. No
more than 23 pages should be necessary.)ObjectiveMeasureTargetActionRelationships to other objectivesRevisions (if any) to Module 1 ObjectivesObjective/ModuleMeasureTargetAction