Balanced Scorecard

PAUL R. NIVEN is a management consultant and noted speaker on the subjects of performance management and the Balanced Scorecard. As both a practitioner and consultant, he has developed successful Performance Management systems for organizations large and small around the globe. His clients include Fortune 500 companies, public-sector agencies from all levels, and nonprofit organizations. He may be reached through his Web site at www.senalosa.com.

• Preface ixAcknowledgments xvChapter 1 Introduction to the Balanced Scorecard 1Chapter 2 Adapting the Balanced Scorecard to Fit the Public and Nonprofit Sectors 25Chapter 3 Before You Begin 46Chapter 4 Training and Communication Planning for Balanced Scorecard Success 82Chapter 5 Mission, Values, and Vision 105Chapter 6 Strategy: The Core of Every Balanced Scorecard 130Chapter 7 Strategy Maps 150Chapter 8 Performance Measures, Targets, and Initiatives 209Chapter 9 Creating Alignment by Cascading the Balanced Scorecard 256Chapter 10 Linking Resource Allocation to the Balanced Scorecard 276Chapter 11 Reporting Results 286Chapter 12 The City of Charlotte: A Balanced Scorecard Success Story 312Chapter 13 Sustaining Balanced Scorecard Success 330Appendix The Importance of Terminology and a Balanced Scorecard Glossary 343Index 353