Preparation of BSC implementation: formation of a working group
Implementation of balanced scorecard requires proper preparation. It is extremely important to create are working group that will do the bulk of the job on development of strategy maps and their implementation in organization. At a first glance, this seems like an easy task. Indeed, creation of the working group looks easy. But there are many pitfalls and hidden obstacles here. Balanced scorecard is not just another accounting tool or a method to control personnel. The concept of balanced scorecard must be promoted at all company levels. First and foremost, company top management should show ordinary personnel their true faith in the power of balanced scorecard. If ordinary employees see that their top managers are reluctant to use balanced scorecard why should they do that?
When implementing balanced scorecard in a call center it is imperative to find the right people who will form a working group. On the one hand, balanced scorecard is used to measure company progress on implementation of strategic goals, and that’s why such a working group needs competent and professional people who know much about strategic management. On the other hand, ordinary employees in the company are the most well informed people on such issues as customer relations, current problems in the company, ways to solve these problems etc.
As a rule call centers either sell products and services via phone or provide customers with online support. Strategic goals may vary from improvements in customer support service to sales growth and winning of new market shares. Depending on the goals, relevant balanced scorecard will be developed.
It would be wrong to keep ordinary call center operators away from discussion of strategy maps and development of key performance indicators. Sometimes, business gurus do not see obvious things which ordinary call center operators encounter every day. They talk to customers and they know who they are. During such discussions one may expect very creative and revolutionary ideas from call center operators.
Besides, inclusion of ordinary personnel to working groups in charge of implementation of balanced scorecard will guarantee that such a working group will develop fair and comprehensive reward system. Motivation is very important, especially for ordinary personnel, as employees need to understand why they should use balanced scorecard and what benefits they personally will get.
Some companies consider this initial stage to be a final one. They develop strategy maps, for a working group and that’s it! They think the work is done. But in fact it only begins.
