Instructional Topics in The Federal Balanced ScoreCard Desk Reference

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Introduction to The Federal Balanced ScoreCard

• Module I Surveys
• Module II Vulnerability Risk Index and BSC Measures
• Module III Measuring Operating Efficiency
• Module IV Improvement Efforts
• Module V Developing Action Plans, Reporting and Communicating Results

Conclusion to The Balanced ScoreCard

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Introduction to The Federal Balanced ScoreCard

Introduction

• Let's Begin
• Components of Balanced ScoreCard
• Goals
• Using BSC Perspectives, Goals, Measures and Tools
• Taking a Balanced Approach
• The Purpose of This Desk Reference

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Module I Surveys

1.0  Introduction

• Understanding Organizational Performance and Focusing on Improvement
• BSC and Surveys

1.1  Planning the Survey

1.1.1  Management Support 

1.1.2  Identifying Resources

1.1.3  Survey Scope

1.1.4  Informational Briefings

• The Communication Plan
• Good communication Is Key

1.1.5  Sampling/Mailing Lists

1.1.5.1  Identifying the Population

• The Importance of a Complete and Current List of the Population
• Creating a Comprehensive List of the Population

1.1.5.2  Determining the Sample Size

• Selecting Your Sample Size
• Determining the Approach

1.1.5.3  Drawing a Statistical Sample

• Simple Random Sampling
• Computer-Generated Random Sampling
• Systematic Random Sampling
• Stratified Sampling

1.1.6  Response Rates

• Limiting Nonresponse Bias
• Office of Management and Budget (OMB) Standards

1.1.7  Survey Instruments

1.1.8  Survey Areas

1.1.9  Survey Design

• Opinion Questions
• Background Questions and the Comment Section

1.1.10  Survey Medium

1.1.11  Confidentiality

1.1.12  Security

1.1.13  Tracking Numbers

1.1.14  Survey Communications

• The Five Communications
• The Purpose of Survey Communications

1.1.15  OMB Requirements

• The OMB Clearance Process

1.2  Conducting the Survey

1.2.1  Help Desk

1.2.2  Receiving Responses

1.2.3  Calculating Response Rates

1.2.4  Data Entry

• General Procedures for Ordinal Data
• Comment Data

1.3  Analyzing and Reporting the Results

1.3.1  Frequency Distribution

1.3.2  Gap Analysis

1.3.3  Background Data Analysis

1.3.4  Content Analysis

1.3.5  Data Limitations

1.4  Summary

• What We Learned
• What's Next

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Module II Vulnerability Risk Index and BSC Measures

2.0  Introduction

2.1  Vulnerability Risk Index

2.2  BSC Measures

2.3  Summary

• What We Learned
• What's Next

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Module III Measuring Operating Efficiency

3.0  Introduction

3.1  Efficiency Analysis Issues

• Data on Inputs
• Data on Outputs
• Using Efficiency Data

3.2  Data - Output Index 

• Seasonal Data
• Annual Data
• Developing a Workload Index
• Principal Component Analysis

3.3  Input Data

3.4  Regression Analysis

• Using Regression Analysis
• Improving Efficiency

3.5  Data Envelopment Analysis

3.6  Balancing Efficiency and Effectiveness

3.7  Summary

• What We Learned
• What's Next

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Module IV Improvement Efforts

4.0  Introduction

4.1  Organizational Improvement Structure and Responsibilities

• The Steering Group
• The Strategic Plan
• Improvement Targets
• Key Improvement Tools and Techniques

4.2  Benchmarking

• Goal of Benchmarking
• Process of Benchmarking
• Results of Benchmarking
• Business Process Improvement and Reengineering
• Focusing on Work Processes
• Types of Benchmarking Activities
• The DHHS Example

4.2.1  The Benchmarking Process Model

4.2.2  Determining What to Benchmark

• Determining Customer Requirements
• Breadth of the Benchmarking Focus
• Determining How Benchmarking Information Will Be Used
• The Importance of Clarifying Customer Expectations
• Determining the Reporting Requirements
• The DHHS Example
• Using Critical Success Factors (CSF)

4.2.3  Forming a Benchmarking Team

• Types of Benchmarking Teams
• Improvement Efforts

4.2.4  Identifying Benchmark Partners

• Internal Benchmarking
• Developing External Partners
• Developing Selection Criteria
• Finding Partners
• Brainstorming Among Team Members
• Approaching Other Organizations

4.2.5  Collecting and Analyzing Benchmarking Information

• Key Factors in Identifying Data Collection Methods
• Outline Your Data Needs

4.2.6  Taking Action

4.2.7  Keys to Benchmarking Success

4.2.8  Benchmarking Symposium

4.3  Reward and Recognition

• Public Versus Private Sector
• Rewarding Teams

4.4   Summary

• What We Learned
• What's Next

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Module V Developing Action Plans, Reporting and Communicating Results

5.0  Introduction

5.1  Action Plans

• Identify the Items of Greatest Importance to Management
• Identify Short and Long Term Improvements
• Determine and Align Resources
• Establish Key Milestones
• Identify Obstacles
• Monitor and Evaluate Action Plans Periodically

5.2  Reporting

• Deriving the BSC Perspective Numbers
• Calculating the Vulnerability Risk Indicators
• Cutoffs
• Comprehensive Reporting on Vulnerability Risk Indicators
• Summary Reports
• Summary Report Format

5.3  Communication to Stakeholders

• Presentation to Management
• Presentation to Employees
• Sample Communication Plan

5.4  Summary

• What We Learned
• What's Next

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Conclusion to The Balanced ScoreCard

Conclusion 

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