week 5 paper 1 - Week 5 Quality in Practice Using the...

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Week 5 Quality in Practice: Using the Balanced Scorecard at the USPS Quality management Keller Graduate School of Management May 2011 Name: Anh Nguyen
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Nowadays, companies do businesses under high pressures of competition to survive and meet tomorrow’s challenges. It is very difficult for managers to make right things and do things right. This requires the development of good business strategies and efficient operations to deliver excellent the products and services required to implement the strategies. One framework which was originated by Drs. Robert Kaplan (Harvard Business School) and David Norton helps managers and executives to achieve more 'balanced' view of organizational performance is the Balanced Scorecard. “The balanced scorecard is a strategic planning and management system that is used extensively in business and industry, government, and nonprofit organizations worldwide to align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals .” The balanced scorecard brings many advantages for companies such as emphases of future organizational performance (capabilities, resources, and business processes), outcomes for customers and the growth and profitability of the organization. When the balanced scorecard is applied management members of the company can follow the results of specific objectives and evaluate cause and effect relationships among those objectives derived from the strategy implementation including financial, customer, internal business, and innovation and learning. The heart of the balanced scorecards includes:
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week 5 paper 1 - Week 5 Quality in Practice Using the...

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