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

C2 High accessibility of services

C5 Foot traffic

C1 High customer-centric staff

1/5

FINANCIAL PERSPECTIVE

F2 Minimize sheltering costs

F5 Contribution value dollars of volunteers

F1 Minimize length of stay

1/5

LEARNING AND GROWTH PERSPECTIVE

L2 High completion of annual training/skills development plan

L3 Staff proficiency of technology

L1 Low turnover in skilled/critical positions

1/3

PROCESS PERSPECTIVE

P2 High percent of intakes are adopted

P5 Promote Animal Services awareness

P1 High percent of pet dogs licensed

1/5

MISSION ACCOMPLISHMENT PERSPECTIVE

M2 Low occurrence of dog bites

M4 Fear of dangerous dogs

M1 High live release rate

1/4