GoodDeeds Case Study Recommended Solutions 19972010 Balanced Scorecard Institute, a Strategy Management Group company.

All Rights Reserved. Do not copy without permission. 1 Case Study Module 1: Possible Solution Implementation Pitfalls Exist? Y/N Lack of engaged leadership YES Ignoring past strategic planning elements YES Using more than one sheet of music YES Communicating only with the special few YES Thinking its a sprint, not a marathon ? Rush to judgment: performance measures ? Rush to judgment: initiatives YES 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. Rush to judgment: software YES Not rewarding desired behavior changes YES Not planning for and managing change YES Losing momentum and not following through ? Case Study Module 1: Possible Solution System Component Revision Required Notes Mission Not concise enough. Vision OK, but could use some inspiration. Core Values Good. Overarching Strategic Result tied to Vision Missing; is the vision statement measureable? Communications & Change Management Plan Missing; badly needed Enablers / Pains Doesnt include many pains listed in background Customer Needs and Value Proposition Needs missing; Value Proposition ok albeit brief. Strategy (Strategic Themes and Results) COGS/Themes combo is a mess. Perspectives Too complicated; needs to be simplified. Strategic Objectives Revision needed based on theme revision. Wrong strategic altitude on many; too much initiative focus Organization Strategy Map T1 map is really the store map plus a couple of objectives. 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. Performance Measures & Targets Revision needed based on theme & strategy map revision. Strategic Initiatives Revision needed based on theme & strategy map revision. Balanced Scorecard System Graphic Revision needed based on theme & strategy map revision. Strategic Plan & Story Revision needed based on theme & strategy map revision. Automation Plan Must reevaluate business intelligence software purchase after scorecard is designed. Cascading Plan Cascading implementation haphazard. Evaluation Plan This process represents an evaluation. GoodDeeds Case Study Recommended Solutions 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights

Reserved. Do not copy without permission. 2 GoodDeeds Strategic Themes, Results: Possible Solution Strategic Themes & Results Critical Organizational Goals Strategic Theme: Operational Excellence Result: exceptional professional staff and COG 1: Preschool Nutrition Program (becomes an INITIATIVE) volunteers providing professional, efficient, safe, responsive and relevant services to Raldur families Strategic Theme: Strategic Partnering Result: mutually beneficial partnerships that result in seamless, costeffective operations and broadest possible range of benefits for the community Strategic Theme Quality of Life COG 2: Raldur Adult Literacy (INITIATIVE) COG 3: Thrift Store Renovation & Expansion (INITIATIVE) COG 4: Partner with Raldur Community College (INITIATIVE) COG 5: Financial Stewards (PERSPECTIVE) COG 6: Business Intelligence Implementation (INITIATIVE) COG 7 Education & Workforce Support 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. Theme: Result: a stronger, more resilient community developed through quality services delivered to an engaged community 7: (OBJECTIVE Improve Employee Development and/or INITIATIVE) Possible Recommendations for Developing Support for a Single Framework Revise materials through a facilitated discussion Include all key stakeholders in the redesign process Use affinity grouping or other method to get from COGs and Themes down to a single list Raise the strategic altitude where needed Use voting or other method to develop a consensus model Plan for and implement the revision of ALL planning and reporting tools to match the new model Consider reward and recognition options to reinforce the desired behavior Design and implement an internal communications plan Identify key audiences and determine desired behavior of each Identify fears and WIIFM of each audience Plan the appropriate communications strategy (message, messenger, medium, etc.) for each 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. GoodDeeds Case Study Recommended Solutions 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. 3 The Most Notable Problems with the Strategy Maps

 Stewardship theme map lays out the COGs (mostly initiatives) along the Perspectives this is not a strategy map, but is instead a list of activities The Store Operations map is too messy (too many arrows and has a double arrow), incoherent, initiative centered and privatesector focused Family Theme participants misunderstood what Learning and Growth means and focused on the stakeholder Learning and Growth Placing the Financial perspective at the bottom shifts the focus away from effective costeffective results and towards give me more money Because the T1 map was created by the Store team only, it is too much focused on that theme Because the Themes were incorrectly designed as Functions, the T2 unit maps (the store and family center) looks exactly like the theme maps IT and HR maps focus on initiatives rather than on outcomes 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. Suggested Perspective Solution Customer / Stakeholder Or Families & Children, or Raldur Community Financial Stewardship Or Financial Internal Process Or Internal Business Process Organizational Capacity Or People & Tools 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. GoodDeeds Case Study Recommended Solutions 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. 4 GoodDeeds Tier 1 Strategy Map Possible Improvements For Reference Themes: Operational Excellence Strategic Partnering Quality of Life Improve Quality of Life Customer / Stakeholder Improve Family Center & Employment Increase PR & Services Marketing Increase Revenue Financial Stewardship Internal Process Improve Product Quality & Selection Improve Strategic Improve Cost Effectiveness Improve Resource 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights

Reserved. Do not copy without permission. Improve Family Work Culture Increase Knowledge, Skills & Abilities Increase Staff Productivity Organizational Capacity Partnering Allocation & Management Customer / Stakeholder GoodDeeds Strategy Maps Tier 2 Possible Solutions Unit: Thrift Store Improve Quality of Life Unit: Family Centers Customer / Increase Quality Stakeholder of Life Financial Stewardship Internal Process Improve Family Center Services Increase PR & Marketing Increase Employment Support Services Increase Revenue Improve Cost Effectiveness Financial Stewardship Internal Process Improve Product Quality & Selection Improve Improve Cost Effectiveness Improve Resource Allocation & Management

Organizational Capacity 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. Improve Family Work Culture Increase Knowledge, Skills & Abilities Increase Staff Productivity Improve Operational Efficiency Increase Knowledge & Skills Organizational Capacity Strategic Partnering GoodDeeds Case Study Recommended Solutions 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. 6 Tier 3 Possible Thrift Store Solution Volunteer Objectives: Improve Customer Service I Ch k Customer / Stakeholder Financial Unit: Thrift Store Increase Quality of Life Improve Checkout Efficiency Improve Product Donation and Stocking Improve Knowledge & Skills of GoodDeeds Stewardship Internal Process Increase Employment Support Services Increase Revenue Improve Cost Effectiveness Improve Improve Product Quality

& Selection Services Improve Productivity 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. 11 Organizational Capacity Increase Staff Productivity p Operational Efficiency Increase Knowledge & Skills Tier 3 Possible Family Center Solution Volunteer Objectives: Improve Customer Improve Quality of Life Unit: Family Centers Customer / Stakeholder Service Skills Improve Knowledge & Skills of GoodDeeds Programs & Services Improve Family Center Services Increase PR & Marketing Financial Stewardship Internal Process Improve Strategic Improve Cost Effectiveness Improve Resource Allocation & Management Improve Productivity 19972010 Balanced Scorecard Institute, a Strategy Management Group company. All Rights Reserved. Do not copy without permission. 12 Improve Family Work Culture Increase Knowledge, Skills & Abilities

Organizational Capacity Partnering