Building your Balanced Scorecard

Below is a Balanced Scorecard built by the Government Benchmarking Network for a generic Animal Services department.  The five perspectives each have three to five measures.  Clicking on any of the pictures will bring up a larger view of the image.

 

Balanced Scorecard Framework

CUSTOMER PERSPECTIVE

C1 High customer-centric staff
C1 High customer-centric staff

C1 High customer-centric staff

C2 High accessibility of services
C2 High accessibility of services

C2 High accessibility of services

C5 Foot traffic
C5 Foot traffic

C5 Foot traffic

C1 High customer-centric staff
C1 High customer-centric staff

C1 High customer-centric staff

 

FINANCIAL PERSPECTIVE

F1 Minimize length of stay
F1 Minimize length of stay

F1 Minimize length of stay

F2 Minimize sheltering costs
F2 Minimize sheltering costs

F2 Minimize sheltering costs

F5 Contribution value dollars of volunteers
F5 Contribution value dollars of volunteers

F5 Contribution value dollars of volunteers

F1 Minimize length of stay
F1 Minimize length of stay

F1 Minimize length of stay

 

LEARNING AND GROWTH PERSPECTIVE

L1 Low turnover in skilled/critical positions
L1 Low turnover in skilled/critical positions

L1 Low turnover in skilled/critical positions

L2 High completion of annual training/skills development plan
L2 High completion of annual training/skills development plan

L2 High completion of annual training/skills development plan

L3 Staff proficiency of technology
L3 Staff proficiency of technology

L3 Staff proficiency of technology

L1 Low turnover in skilled/critical positions
L1 Low turnover in skilled/critical positions

L1 Low turnover in skilled/critical positions

 

PROCESS PERSPECTIVE

P1 High percent of pet dogs licensed
P1 High percent of pet dogs licensed

P1 High percent of pet dogs licensed

P2 High percent of intakes are adopted
P2 High percent of intakes are adopted

P2 High percent of intakes are adopted

P5 Promote Animal Services awareness
P5 Promote Animal Services awareness

P5 Promote Animal Services awareness

P1 High percent of pet dogs licensed
P1 High percent of pet dogs licensed

P1 High percent of pet dogs licensed

 

MISSION ACCOMPLISHMENT PERSPECTIVE

M1 High live release rate
M1 High live release rate

M1 High live release rate

M2 Low occurrence of dog bites
M2 Low occurrence of dog bites

M2 Low occurrence of dog bites

M4 Fear of dangerous dogs
M4 Fear of dangerous dogs

M4 Fear of dangerous dogs

M1 High live release rate
M1 High live release rate

M1 High live release rate