The Balanced Scorecard: Building a Balanced Scorecard Framework that Drives Strategy Execution and Business Results

The divide between strategy development and strategy execution can be overcome by creating balanced scorecards. Prioritize your objectives to determine which are most critical. Then cascade objectives and metrics down and across the organization, creating linked and related—but not identical—scorecards for each critical area. These and five other tips for scorecarding success will move you in the right direction.

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The IVR Playbook: Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform that Ensures a Great Customer Experience

At its core, interactive voice response (IVR) technology allows a computer to interact with a customer through the use of voice and touch-tone telephone keypad inputs. Looked at closely from a business perspective, IVR can be a huge part of an enterprise’s customer experience.

This IVR playbook looks at things to keep in mind when considering investing in a new or upgraded IVR system. It looks at who uses IVR technology and what could indicate that it’s time to make a change to your IVR... Read More

Decentralize Your Business Operations with Hosted VoIP Phone Systems

Phone systems are the communications lifeblood of all businesses, but can be limiting in several ways. This is certainly true for legacy telephony, where phone systems were not just expensive but inflexible. They did a great job with telephony service, but created a centralized environment that posed challenges for businesses looking to expand beyond their four walls.

The "Decentralize Your Business Operations with Hosted VoIP Phone Systems" guide explains how hosted voice over internet... Read More

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Process Improvement and the Balanced Scorecard

  • Source: Axiom Technologies
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Process improvement efforts often go hand in hand with a balanced scorecard (BSC). A BSC provides management with a set of key result indicators (KRI) to assess how the company is progressing toward strategic goals, such as “increase customer base.” For this type of goal, the KRI are tied to key performance indicators (KPIs). Explore how an application intelligence platform (AIP) can support a process improvement program. Read More

The Renewed Finance Function: Extending Performance Management Beyond Finance

The role of the finance team has changed recently, due to increased oversight from regulators, more active investors, and company-specific changes in business operations. What steps are companies taking to respond to the internal and external forces? Find out how finance often repairs core finance and operating activities, as exposed in the results of a survey and a series of interviews among senior finance executives. Read More

Management Excellence: The Metrics Reloaded

The key to enterprise performance management is to identity a company’s value drivers, focus on them, and align the company to drive results. But there are many management methodologies—such as the balanced scorecard, performance prism, and five forces. What is the right framework for your business? Find out about six management processes and the tools that can help you asses which metrics framework will work for you. Read More
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