BAA Customer Perspective Balanced Scorecard
Not what you're looking for?
Using the resource below compare the scorecard used by the British Airport Authority with a regular balanced scorecard. Can we apply this to other settings? Discuss to what degree the evidence suggests the balanced scorecard approach is amenable to most organizations.
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.
Retrieved from: http://www.perf-ex.co.uk/wp-content/uploads/2012/04/T5-case-study-MBE-papaer.pdf
Purchase this Solution
Solution Summary
Your discussion is 728 words and two references and explains how the T5 project is a great example of using the principles of the balanced scorecard to map strategies to performance indicators and increase the changes of a successful outcome. The discussion explains how the principles can be adapted to virtually any organization and gives schools as another example of a non-traditional organization that can benefit.
Solution Preview
Introduction
The T5 project is a good example of how the principles of the balance scorecard, and not just the exact categories, can be used to enhance the probability of successful outcomes. While the T5 project used some of the traditional aspects of Kaplan and Norton's balanced scorecard, the T5 project also created new and customized areas unique to the project. This changing of the perspective categories, rather than deviating from the scorecard's principles, actually give evidence of how the principles of the scorecard can be successfully customized. All organizations can benefit from a scorecard, even if they are not traditional for-profit enterprises.
Analysis
The T5 project customized the four classic perspectives of the balanced scorecard to line up with project goals and the enablers of those final outcomes. The authors of this scorecard began with the learning and growth area. This included inspection and testing plan agreement, training of supervisors and agreement on benchmarks. With these in place, the next set of measures are the business process metrics where the successful learning and growth initiatives should "cascade" or lead to the business process metrics outcomes. That is, the training and inspection standards should then result in meeting the quality standards, having the work protected and the NCRs closed. These good processes then result in being able to ...
Education
- BSc, University of Virginia
- MSc, University of Virginia
- PhD, Georgia State University
Recent Feedback
- "hey just wanted to know if you used 0% for the risk free rate and if you didn't if you could adjust it please and thank you "
- "Thank, this is more clear to me now."
- "Awesome job! "
- "ty"
- "Great Analysis, thank you so much"
Purchase this Solution
Free BrainMass Quizzes
Transformational Leadership
This quiz covers the topic of transformational leadership. Specifically, this quiz covers the theories proposed by James MacGregor Burns and Bernard Bass. Students familiar with transformational leadership should easily be able to answer the questions detailed below.
Basics of corporate finance
These questions will test you on your knowledge of finance.
Marketing Management Philosophies Quiz
A test on how well a student understands the basic assumptions of marketers on buyers that will form a basis of their marketing strategies.
Marketing Research and Forecasting
The following quiz will assess your ability to identify steps in the marketing research process. Understanding this information will provide fundamental knowledge related to marketing research.
Organizational Behavior (OB)
The organizational behavior (OB) quiz will help you better understand organizational behavior through the lens of managers including workforce diversity.