Business Scorecard and Performance Management for a Services Company

Customer Profile:

The client is one of the leading services in India, with major financial service firms as stakeholders. The company provides financial services transaction processing and contact center services across sectors.

Project Background:

The client was assistance in designing a Business Scorecard and Performance Management Framework to enable monitoring and managing their business performance.
We considered the four key dimensions:

• Process Model
• Information Reporting and Performance Measurement
• People / Organization- Organizational Alignment and Accountability
• Technology

Project Scope:

Phase I- Business Process Reporting Framework

• Strategy workshop
• Profile the organization
• Understand the Business plans & strategy by the way of Interviews & Workshops
  • Assess current Process Framework
  • Review Reporting Framework
  • Define Business Process accountability
  • Assess current Software reports
  • Develop Reporting forms
  • Seek consensus on Process Workflow & reports
  Phase II- Evolution of Business Scorecard
  • Briefly evaluate the adequacy of existing KPIs/ performance measures and assess their linkage to shareholder value, strategies and operations
  • Assist in alignment of departmental KPIs to business operations & strategies through a Scorecard.
  • Evaluate the need for a Business Analytics Tool for automating the Business Reporting framework across the organization including Planning and Budgeting.