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1、建立战略中心型组织 Building Strategy-Focused Organizations with the Balanced Scorecard Dr. Robert S. Kaplan Marvin Bower Professor of Leadership Development HARVARD BUSINESS SCHOOL Chairman BALANCED SCORECARD COLLABORATIVE How Do We Integrate Human Capital to Organizational Strategy? Financial Perspective Cu
2、stomer Perspective Internal Perspective Learning & Growth Perspective Strategic Competencies Strategic Technologies Climate for Action RolesSkills ApplicationsInfrastructure LeadershipTeamworkAlignmentCulture ALIGNMENT Operational ExcellenceInnovationCustomer Management ProductivityGrowth Sustained
3、Shareholder Value Price / Quality Financial Advisor Integrated Offering Trusted Brand Understand Customer Segments Develop New Products Cross-Sell the Product Line Shift to Appropriate Channel Minimize Problems Provide Rapid Response Customer Value Proposition Responsible Citizen Diverse Work Force
4、The Strategy Map Provides the Point of Reference for Assessing Strategic Readiness A Which skills? What leadership attributes? What kind of culture? Aligned with what? Which best practices? Linking the HR Organization to Enterprise Strategy B Human Capital Readiness Report Human Capital Development
5、Program The Enterprise Strategy MapThe HR Organization Strategy Map Financials Customer (External) Internal Processes Learning & Growth Shareholder Value GrowthProductivity Customer Value Proposition Innovation Customer Management Operations Excellence Good Neighbor Strategic Skills Leader- ship Cul
6、ture Align- ment Learning Strategic Human Capital Planning Strategic HR Management Shareholder Value Financials Clients & Employees HR Processes HR Org. Learning & Growth HR Effectiveness HR Efficiency Strategic Skills Leader- ship Culture Align- ment Learning Competency Development Leadership Devel
7、opment Climate Goals & Incentives Teams & Integration HR Skills & Leadership HR SystemsHR Climate Build an Integrated Program for Human Capital Development 1. Strategic Competencies 2. Leadership 3. Culture / Awareness 4. Alignment 5. Teamwork Human Capital Category/Objective Measure of Strategic Re
8、adiness q Strategic Talent Gap q Key Employee Retention q Employee Survey of Leadership Effectiveness q Cultural Alignment Index q Goal Alignment (%) q Incentive Alignment (%) q Sharing Across Boundaries Best Practice Key People Teams Rewards Human Capital Readiness Report Strategic Programs Recruit
9、ing & Selection Training & Development Job/Work Design Leadership Development Succession Planning Governance Process Strategy Management Communications Change Management Leadership Development Performance Management Total Compensation & Reward Positive Work Environment Knowledge Management Organizat
10、ion Effectiveness Staff Rotation Measures (Lead Indicators) q Hours of training (Strategic Focus) q Fill Rate (% open “hot skills”) q % internal vs external hires q % participation in leadership courses q % employees regularly surveyed q Culture assessment q Personal goals linked to BSC (%) q % rece
11、iving incentive compensation q % using knowledge sharing channels Human Capital Development Program Targets 10% 95% 100% (improve key deficiencies) 80% 100% 100% 100% (vs. plan) Strategic Program Budget $XXX $ XXX $ XXX $ XXX $ XXX B Financial Services Company Aligns its Human Resources with the Str
12、ategy Operational ExcellenceInnovationCustomer Management ProductivityGrowth Sustained Shareholder Value Price / Quality Financial Advisor Integrated Offering Trusted Brand Understand Customer Segments Develop New Products Shift to Appropriate Channel Cross-Sell the Product Line Minimize Problems Pr
13、ovide Rapid Response Customer Value Proposition Responsible Citizen Diverse Work Force Financial Perspective Customer Perspective Internal Perspective Certified Financial Planner Quality Managers Call Center Reps Community Recruiters Consumer Marketing Strategic Competencies Information Capital Clim
14、ate for Action Telemarketer Joint Venture Managers qSolution Selling / Relationship Management qProduct Line Knowledge qCertified Financial Planner qPortfolio Planning Model qIntegrated Customer File qWeb Enabled qCustomer Partnership qAligned with Strategy qBest Practice Sharing Learning & Growth S
15、trategy Human Capital Readiness Report Strategic Initiatives Strategic Roles Human Capital Requirements Skills # Strategic Job Readiness Customer Management Cross-Sell the Product Line Shift to Appropriate Channel Operational Excellence Provide Rapid Response Minimize Problems Innovation Develop New
16、 Products Understand Customer Segments Consumer Marketing Joint Venture Manager Certified Financial Planner Tele- marketer Quality Managers Call Center Representative 1030100203020 20%70%40%50%100%90%60% R R Y R R R R GGGG R R Market research Market communica- tion Cross- business process Relationship management Negotiation skills E-Commerce know-how Relationship management Product line knowledge Certified financial planner Phone selling Product line knowledge Order management system Six-sigma p
