Four to One: Implementing the Balanced Scorecard after a Merger

Presented: April 2008

2008 Dennis Barnhart & Associates Inc. All Rights Reserved

Dennis Barnhart
Managed BSC Progra I !le entation at one o" the "irst co !anies to receive the BSC #$all o" %a e& A'ard Presented BSC Best Practices at n( ero(s local and international con"erences "or )oth !()lic and non* !ro"it organi+ations ,ed the s(ccess"(l i !le entation o" a ne' cor!orate !er"or ance anage ent !rogra -Balanced Scorecard. "or a /2B teleco (nications co !an0 integrating the BSC into all anage ent !rocesses %o(nding e )er o" Atlantic Canadian Balanced Scorecard Co (nit0 o" Practice %or ed Dennis Barnhart and Associates in A(g(st o" 2001 -'''.dennis)arnhart.co . S()2ect Matter 34!ertise 5 Practical I !le entation 34!erience
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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

7he Road to Aliant8.

One strategy. One market facing brand 2002 2003

Four strong legacies Pre-1999 1999

A period of transition 2000 2001

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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

Aliant in 200
7he leading teleco Atlantic Canadians: (nications s(!!lier to

An innovator o" ind(str0*leading teleco (nications technologies: ;21<000 residential access lines =;=<000 )(siness access lines >ver =00<000 'ireless c(sto ers >ver ?00<000 Broad)and -$SI. c(sto ers /@2.=B reven(e< ?6=M Shares 4'ave I7 !ro"essional services s()sidiar0

A<000 e !lo0ees =2B o'ned )0 Bell Canada %ederall0 reg(lated

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Strateg! "#ecution $hallenges

Internal Merger o" 9 C(lt(res C Strategies ?? Collective Agree ents %(nctional Silos ,acD o" Acco(nta)ilit0 Co !eting Priorities #,egac0& In"rastr(ct(re >!erational %oc(s E ,ots o" etrics 34ternal Dereg(lation Aggressive ,ocal Co !etitor E ?st in FA #C,3C %riendl0& Reg(lator C(sto er 34!ectation C Savv0 Increasing 3 erging 7echnologies Fe' Glo)al Co !etitors

7raditional reven(es -,ocal C ,D. 3BI7DA Margin MarDet Share C(sto er Satis"action 3""icienc0 3 !lo0ee Satis"action
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%h! did Aliant Adopt the BS$ in 2002&

3ns(re a cohesive Focus a ongst the 34ec(tive and Senior ,eadershi! 7ea on AliantHs 'e( Strateg0 A signal o" the shi"t to a #ne' 'a0 o" doing )(siness& Alignment and "ngagement o" all A<000 e !lo0ees >rgani+ational Readiness Co (nications & Accounta)ilit! Reso(rce Allocation 7est validit0 and (nderl0ing ass( !tions o" strateg0 C3> "#perience E Proven S(ccess Int(itiveness and Practicalit0 A unif!ing management frame(or*

1
2008 Dennis Barnhart & Associates Inc. All Rights Reserved

Ma*ing the BS$ Operational + Implementation Planning

,- Cascading the Balanced Scorecard
3nhance organi+ational align ent and "oc(s 3na)le all e !lo0ees to (nderstand and artic(late their contri)(tion

2- Integration o" the Balanced Scorecard into Ie0 Manage ent Processes
3ns(re De0 anage ent !rocesses are aligned 'ith< and contri)(ting to the achieve ent o" AliantHs strategic o)2ectives

- Co

(nications< 3d(cation & A'areness

3nhance e !lo0ee a'areness o" AliantHs Strategic & B(siness Plan Rein"orce De0 essages and co (nicate consistentl0 Deliver a(dience s!eci"ic ed(cation< training and tools 3ns(re all e !lo0ees (nderstand the rationale "or BSC "ra e'orD Pri ar0 vehicle "or co (nicating cor!orate and )(siness (nit strategic and o!erational !er"or ance to all staDeholders %e recogni.ed that implementation of the BS$ (as an ongoing process that is ne/er reall! complete0A
2008 Dennis Barnhart & Associates Inc. All Rights Reserved

Our 1oal: A Strateg! Focused Organi.ation

2ranslate the Strateg! into Operational 2erms Mo)ili.e $hange through "#ecuti/e 3eadership

S t r a t e g y M a p s + &* , e c t i v e s B a a nc e dS c o r e c a r d s + M e a su r e s ./ 01 e a r " a r g e t s S t r a t e g i c I ni t i a t i v e s (e a r %c c o u nt a * i i t y

" o p# e a d e r s) i pS p o nso r s) i p (e a r (a se f o r () a ng e # e a d e r s) i p" e a m2 ng a g e me nt 3i si o n4 M i ssi o na ndS t r a t e g y (a r i f i e d

7 o c u se d St r a t e g y B u si n e ss St r a t e g y

5e w 6a y o f M a na g i ng %c c e p t e d () a ng e %g e ntI d e nt i f i e d

Align the Organi.ation to the Strateg!

J Cor!orate and B(siness Knits C De!t Align ent J LCascaded M Balanced Scorecards J ,ine o" B(siness & B(siness Knit C De!art ent Align ent _ S u p p o r tUni t s _ P a r t ne r s _ B o a r do f Di r e c t o r s

& r g a ni8 a tio n

Manage to Ma*e Strateg! a $ontinual Process

I nt e g r a t i o ni nt oK e y M a na g e me nt P r o c e sse s

Moti/ate to Ma*e Strateg! "/er!one 4 s 5o)

S t r a t e g i c %wa r e ne ss & Und e r st a nd i ng (o mp r e ) e nsi v e & R e i nf o r c i ng (o mmu ni c a t i o ns P e r so na' o a& %c c o u nt a * i i t y %i g nme nt P e r so naI nc e nt i v e %i g nme nt (o mp e t e nc y De v e o p me nt% i g nme nt
8

S t r a t e g i c P e r f o r ma nc e R e v i e w M e e t i ng s P e r f o r ma nc e M a na g e me nt S t r a t e g i c & B u si ne ss P a nni ng ! R& I "P a nni ng # i n$ e dt o S t r a t e g y # i n$ i ng B u d g e t st oS t r a t e g y M a na g e me ntM e e t i ng %g e nd a s S t r a t e g y M a na g e me nt&f f i c e 'o v e r na nc e P r o c e ss # i n$ e dt oS t r a t e g y

NAda!ted "ro

aterial )0 R. Ia!lan & D. Forton

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6ear , : 2002 7 Introduction and Implementation

" " " 34ec(tive & Senior ,eadershi! 3ngage ent & Co I !le entation 7ea & Meas(res Develo! ent 7ea it ent esta)lished

Strateg0 Ma!s< BSCHs and Strategic Initiatives develo!ed "or Aliant and cascaded to B(siness Knit & Cor!orate S(!!ort Areas -2 levels dee!. 2006 Personal Per"or ance >)2ectives tied to BSC 2006 Short 7er Incentive Plan tied to BSC Res(lts (nicate BSC Per"or ance

" " " " "

Internal Oe)*Site esta)lished to co

Per"or ance Re!orting Processes esta)lished S()stantial co (nications and a'areness e""orts

;
2008 Dennis Barnhart & Associates Inc. All Rights Reserved

2002 Aliant Strateg! Map 7 Simple and Inclusi/e

Financial
Increase Shareholder Value Gro' Aliant Pro"ita)l0

$ustomer
Everything Begins With The Customer Serve C(sto ers on 7heir 7er s Oith Passion and Integrit0 to B(ild ,o0alt0 Deliver More C(sto er Pal(e 7hro(gh Fe' Prod(cts and Services

Internal Process
Innovate, Colla orate,and !llocate Contin(o(sl0 I !rove & Si !li"0 3nd*to*3nd C(sto er 34!eriences )0 C(sto er Seg ent Allocate all Aliant Reso(rces 3""ectivel0

"mplo!ee 3earning 8 1ro(th

Create a Workforce that is Informed, Developed, Engaged and Inspired B(ild an 3nviron ent Ohere Peo!le %eel Pal(ed and Ma4i i+e 7heir Potential Share In"or ation< ,isten More and Res!ond Create a Sa"e and $ealth0 3nviron ent 7hat S(!!orts the Balance in Peo!leHs ,ives

?0
2008 Dennis Barnhart & Associates Inc. All Rights Reserved

Aligning 3ver0one to a Strateg0 %oc(sed Incentive Plan

AliantHs short ter incentive !lan 'as designed toQ Create a !er"or ance c(lt(re Pro ote s(!erior cor!orate !er"or ance )0 "oc(sing e !lo0ees on De0 'orD activities and o)2ectives I !rove e !lo0ee !rod(ctivit0 and satis"action )0 otivating< ed(cating and re'arding the "or the achieve ent o" the Balanced Scorecard o)2ectives ,inDs to the advance ent o" )(siness strateg0 thro(gh the Balanced Scorecard
??
2008 Dennis Barnhart & Associates Inc. All Rights Reserved

,everaging 7echnolog0 to Provide#>ne*Sto! Sho!!ing&

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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

Cascading 'as a critical !art o" driving align ent< engage ent and acco(nta)ilit0 dee!er into the organi+ation
7he single )iggest di""erentiator in BSC s(ccess is generating align ent
M ission9 :alues9 :ision $trategy
Financial
O b ject ives M ea su res T a rget s In itia tives O b ject ives

Allo's ever0one to de onstrate ho' the0 contri)(te to overall goals

(mp. ". ) *.
O b ject ives M ea su res Ta rget s In it ia tives

$ ustom er
M ea su res T a rget s In it ia tives

Internal Processes
O b jectives M ea su res T a rget s In it iat ives

$corecard ig!est "e#el

,eadershi! 7ea
Financial
O b ject ives

Res!onsi)ilit0
Internal Processes (mp. ". ) *.

Creates a consistent lang(age thro(gh eas(re ent #Ohat interests "ascinates e& 0 )oss

$ ustom er
M ea su res T a rget s In it ia tives

STUVWVUXYZ[[\]^_`T^VaVZVbc

STUVWVUXYZ[\]^_`T^VaVZVbc

STUVWVUXYZ[\]^_`T^VaVZVbc

STUVWVUXYZ[\]^_`T^VaVZVbc

O b ject ives

M ea su res T a rget s In itia tives

O b jectives

M ea su res T a rget s In it iat ives

O b ject ives

M ea su res Ta rget s In it ia tives

%.&. "e#el' etc.

Financial
O b ject ives

$ ustom er
M ea su res T a rget s In it ia tives

Internal Processes
O b jectives M ea su res T a rget s In it iat ives O b ject ives

(mp. ". ) *.
M ea su res Ta rget s In it ia tives

O b ject ives

M ea su res T a rget s In itia tives

3ns(res each de!art ent are "oc(sed on< anaging< and held acco(nta)le "or the right things ReR(ires #7& Sha!ed ,eaders Align ent is Critical

le#el +epartment' *roup

Team and Personal Balanced Scorecards

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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

Our Motto (as ;$ommitment o/er $ompliance<

"rom the Boardroom###

Aliant Strategic Plan

Aliant BS$

din sca Ca gt

$ustomer Ser/ice Business Plan

$ustomer Ser/ice BS$

In order to align indi/idual performance (ith o/erall compan! strateg!9 (e must cascade the Scorecard throughout the organi.ation-

oe

n l ig ea (r ns

=egional Ser/ice BS$

en t
=egional Ser/ice Director 'S 8 P"I BS$

"ach emplo!ee > team then understands their contri)ution to the success of Aliant

=egional Mgr?=M Ma@or BS$

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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

#####to the front line

6ear 2 : 200 7 Managing (ith the BS$

" " %irst "(ll dear o" I !le entation * A dear o" ,earning 2006 I !le entation Plan Rolled >(t Q " Cascading the BSC thro(gho(t the organi+ation " Integration into Ie0 Processes " Co " " " " " (nications< 3d(cation & A'areness Balanced Scorecard is )asis "or all Monthl0 and e(arterl0 >!erations Revie's AliantHs Strategic Initiatives !ri ar0 "oc(s o" 34ec(tive and Senior ,eadershi! 7ea s Planning Co(ncil 3sta)lished to s(!!ort cross B(siness Knit Colla)oration * I !le entation s(!!ort shi"ts to Planning Co(ncil BSC Ksed to Re!ort and Manage Monthl0 Per"or ance ??2B !a0o(t on Short 7er Incentive Plan

One Step at a 2ime + 2he aim is ;Progression not Perfection<

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%ra e'orD "or Strategic %eed)acD & ,earning Process

6 dear B(siness Plan *(nderl0ing ass( !tions *strategic initiatives *Balanced Scorecards *targets

Strategic Plan

Revie' BK !er"or ance "eed ack $ against e4isting strateg0 !d%ustments Assess validit0 o" initial ass( !tions and strateg0 Auarterl! )ased on s(ccess achieved Operations R(n the )(siness and changes in the "#ecution =e/ie( *tracD !er"or ance )(siness environ ent * anage initiatives K!date strateg0 i" "eed ack $ !d%ustments reR(ired %eed)acDCaction !lans to Monthl! correct e4ec(tion iss(es C Operations concerns =e/ie( Revie' !er"or ance against "inancial and BSC targets and !rogress against strategic initiatives %eed)acD C action !lans to correct e4ec(tion iss(esCconcerns
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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

Adopted Standard 2emplate for SI Management and Monitoring

January-06 g 2itle of the Strategic Initiati/e
"#ecuti/e O(ner: Anticipated Start Date: Initiati/e Status : Cpdate the status of the initiati/e for the current month Initiati/e Primes: Anticipated "nd Date:

SIB 00

g g

=elated BS$ Measure: Budget Status:

Measure 1i/e status on original )udget plan Deli/era)les Delivera)le >ne Delivera)le 7'o Delivera)le 7hree Delivera)le %o(r Meas(re o" S(ccess -d7D.Q >verall stat(s o" the ilestone Delivera)le >ne Delivera)le 7'o Delivera)le 7hree Delivera)le %o(r Meas(re o" S(ccess -d7D.Q >verall stat(s o" the ilestone Delivera)le >ne Delivera)le 7'o Delivera)le 7hree Delivera)le %o(r Meas(re o" S(ccess -d7D.Q >verall stat(s o" the ilestone

62D 2arget:

62D Actual:

Milestones9 Deli/era)les9 Due Dates

Status g Milestones Milestone >ne Due Date Se!*01 Se!*01 Se!*01 Se!*01 7argetQ Status Co !leted Oill not Co !lete or Cancelled >n tracD In feo!ard0CDela0ed Act(alQ )l r g 0 g

Milestone Stat(sQ

Milestone 7'o

Milestone Stat(sQ

Se!*01 Se!*01 Se!*01 Se!*01 7argetQ

Co !leted Oill not Co !lete or >n tracD In feo!ard0CDela0ed Act(alQ

)l r g 0 g

Milestone 7hree

Milestone Stat(sQ

Se!*01 Se!*01 Se!*01 Se!*01 7argetQ

Co !leted Oill not Co !lete or >n tracD In feo!ard0CDela0ed Act(alQ

)l r g 0 g

Cpcoming Ma@or>Significant Milestones :

34!lain an0 near ter

ilestones -ne4t

onth. that 'ill )e occ(ring and 'hether the0 are on tracD

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200 + Significant Impro/ement and strong momentum

&et Income improved y '(#)* E+S improved y ,'#-* Industry leading .ireless gro.th / 0(* revenue gro.th and 01* increase in customer ase 2 E3panded our high speed coverage to reach 4)* of !tlantic Canadian homes 2 !nnounced the investment of over 5-16 over ) years on I+ telephony and multimedia services 2 !chieved an annual TS7 of '8#'*, ranking -th of '0 industry peers# 2 !chieved a .orld class score of 8(* on our 7eputation Inde3 2 Significantly e3ceeded our Customer Value and 9uality Targets, 2 !chieved a (#4* improvement on Employee Satisfaction 2 !chieved a .orld/class safety result
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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

6ear
" " " " "

: 200D + %or* Stoppage

o ent( co ing into 2009

Signi"icant

34ternal revie' o" BSC I !le entation in e? res(lts in #Best Practice& ranDing "or BSC I !le entation = onth striDe )egins in A!ril. All to o!erations roles anage ent e !lo0ees de!lo0ed

BSC -and all non critical. re!orting s(s!ended d(ring 'orD sto!!age. Ann(al !lanning !rocess red(ced to g?2 'eeDs
" BSC >)2ectives and Meas(res revised to re"lect re"ine ents to Strateg0 " BSC = 0ear targets reset " A Strategic Initiatives identi"ied and de"ined " Align ent s( ar0 revealed i !roved BK o)2ectives align ent

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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

6ear D : 200E + =efocus and =e7engagement

" " " BSC is critical in R(icDl0 re"oc(sing and looDing "or'ard 'ith "oc(s on Gro'th & 7rans"or ation Co (nications Plan and Manager 7ool*Iits and 3d(cation Rolled >(t

Planning Process Revie' E Ohat did 'e learn thro(gh co !ressed ti eline
Apr Ma! 5un 5ul Aug Sept Oct 'o/

Financial Model

Strategic Plan De/elopment

$orporate Plan A37 Strateg0 Retreat

Business Cnit Strategic Plans

Business Cnit Business Plan > BS$ > Budget Prioriti.ation of Initiati/es BS$ De/elopment

A37 Challenge Board Strateg0 Initiative Board B(siness Prioriti+ation Plan & B(dget Session Session A!!roval
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200E BS$ reflects strategic shift to focus on segments

Financial
Increase Shareholder Value

customer

Gro' Aliant

Gro'th

Pro"ita)l0

7rans"or ation
Serve the 3nter!rise MarDet in Ie0 IC7 Perticals )0 Innovating Oith o(r C(sto ers and >(t!er"or ing Co !etitors

$ustomer
Serve Customers on Their Terms With +assion and Integrity to Build :oyalty

>'n the Broad)and $o e to Ca!t(re Fe' Gro'th< & Ma4i i+e the B(ndle

Beco e the 7r(sted IC7 Provider to the SMB MarDet 'ith Integrated Sol(tions Driven 7hro(gh 3nhanced Channels

Internal Process
Innovate, Colla orate,and !llocate

I !rove & Si !li"0 3nd*to*3nd C(sto er 34!eriences

3 )race the IP 7rans"or ation and Create a Fe4t Generation Cost Str(ct(re

"mplo!ee 3earning 8 1ro(th

Create a Workforce that is Informed, Developed, Engaged and Inspired

%oster a Sa"e and $ealth0 3nviron ent Ohere 3 !lo0ees are 3ngaged and %eel Pal(ed
2?
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Advance thehSDills< Ino'ledge & Potential o" o(r 3 !lo0ees

6ear E : 200F + A ne( era )egins0--

Aliant s'a!s assets 'ith Bell Canada and )eco es an Inco e 7r(st E rena ed to Bell Aliant Regional Co (nications E do()les c(sto er )ase and "oot!rint and "oc(ses on r(ral "oot!rint across 1 !rovinces C3> leaves E "or er C3> ret(rns "ro Bell Canada

Director o" Cor!orate Per"or ance leaves E re!lace ent recr(ited Fe' strateg0 develo!ed and >SM retained BSC still a De0 !art o" anage ent !rocesses E has )eco e #ho' 'e anage o(r )(siness& E ingrained in De0 !rocesses BSC )eing rolled o(t to e(e)ec and >ntario regions

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Benefits of Csing the BS$ at Aliant

%oc(s on a single strateg0 )0 all e !lo0ees E "ro e !lo0ees thro(gh ?=05 cascaded scorecards Clear Path to the %(t(re 3nhanced cross BK align ent and coo!eration E incl(ding s(!!ort (nits * to! do'n and )otto (! A consistent lang(age o" s(ccess and C(lt(re o" acco(nta)ilit0 & res(lts Align ent o" De0 Strategic Agilit0 A'areness and Knderstanding B(siness R3SK,7S888. anage ent !rocesses to strateg0 anage ent a!!roach C3> to "ront line

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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

AliantGs ;Final< BS$ =eflects Strength of Business and Frame(or*

A,IAF7 BA,AFC3D SC>R3CARD SKMMARd
62D 2arget /0.1A 10.8% "9'1.( ().8 11..% 80.)%

Re!ort "orQ f(ne 2001

Strategic 2heme

O)@ecti/e

Measure of Success 3arnings !er Share * Consolidated

/0+ Actual /0.A0 10.9% "91).( ((.) 1/.)% 81..%

a a # a a a a

,ncrease $!are!older 1alue

Gro, *liant Pro ita2l;

Return on Invested Capital Gross Pro it !"#$ !e%cludes ac&uisitions$ *liant Reputation Inde% +ireless Customer Gro,t- !%$ *liant Customer 0alue Inde%

1,n t-e 2road2and -ome to capture ne, 3ro,t-4 5 ma%imi6e t-e 2undle

Gro,t- o 7ouse-olds on a 8i3ital Bundle !%$ !9or2orne 0alue Pac:a3e$

(.'%

18..%

(#eryt!ing %egins .it! t!e -ustomer

Become t-e trusted ICT provider to t-e S#B mar:et ,it- inte3rated solutions driven t-rou3- en-anced c-annels Serve t-e enterprise mar:et in :e; ICT verticals 2; innovatin3 ,it- our customers 5 outper ormin3 competitors

S#B Gross Pro it Gro,t-

/.1%

1.(%

<um2er o =nterprise Customers Purc-asin3 Si3ni icant Communications and IT Solutions rom *liant !80>'0 split or minimum "100? eac-$ Simplicit; !=as; to do Business +it-$ @ Relational !Top / Bo%es$ *liant Customer Service Aualit; Composite IP Btili6ation @ % o Core Tra ic on IP Bac:2one Cost per Customer =mplo;ee 0alue Inde% Sa et; Incidents > 100 emplo;ees !Telecom$ % o =mplo;eeEs ,it- a 8ocumented 8evelopment Goal

')

'8

a a a # a a a a

Improve and Simpli ; =nd@to@=nd Customer =%periences ,nno#ate' -ollaborate' and Allocate =m2race t-e IP Trans ormation and Create a <e%t Generation Cost Structure

)(.8% 81.8% 18.0% "'(8..) )0.0% 1.C1

)8.'% 81.9% 1(.C% "'(0..8 )'.'% 1.C0

-reate a .orkforce t!at is ,nformed' +e#eloped' (ngaged and ,nspired

9oster a Sa e and 7ealt-; =nvironment +-ere =mplo;ees are =n3a3ed and 9eel 0alued

*dvance t-eDS:ills4 ?no,led3e 5 Potential o our =mplo;ees

)0%

))%

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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

He! Factors for Successful Implementation " 1ain $ommitment from the 2op
" Secure a visi le and vocal E3ecutive !dvocate " 7esource Commitment

" Assem)le A ;2op 'otch< Pro@ect 2eam

" Cross/functional representation a must " Influence and !uthority is critical

" $arefull! $onsider 6our Options and ;Maturit!< (hen considering a reporting solution
" It;s a out the strategy, not the technology

2=
2008 Dennis Barnhart & Associates Inc. All Rights Reserved

He! Factors for Successful Implementation " Follo( an Incremental De/elopment Approach
" Develop a plan .hich identifies all <influence points= " >ne Step at a Time " <The aim is +rogression, not +erfection=

" Ingrain 2he BS$ in 2he Organi.ation B! 3in*ing to He! Business Processes
" +ersonal ?oal !lignment " +erformance Incentive +rogram " Strategic, Business +lanning $ Budgeting @7esource !llocationA +rocesses " +erformance 6anagement $ 7eporting +rocess " 6onthly $ 9uarterly !gendas

" Pro/ide $ontinuous Promotion9 "ducation9 and 2raining

" Education and reinforcement is critical " !ckno.ledge from the outset that implementation is never complete, and that your foothold is fragile
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2008 Dennis Barnhart & Associates Inc. All Rights Reserved

He! Factors for Successful Implementation " "#pect9 and encourage e/olution to sustain rele/ance and to )uild credi)ilit!
" " " " " " (1B'1 7ule Changes in performance measures Business Cnit BDepartment !cceptance Changes in usiness and strategic direction @!gilityA 6odifications to targets Build in governance process

" 6ears of design for ;ultimate measure< (ill lead to failure

" <! fast (1* solution is etter than a slo. 011* solution= " !ll information may not e immediately availa le for all measures

" Be Patient
" 7ecogniDe the BSC as a Cultural Change +rocess

2A
2008 Dennis Barnhart & Associates Inc. All Rights Reserved

He! Factors for Successful Implementation " H""P I2 SIMP3"

" " " " Comple3ity is your enemy !lign the frame.ork .ith your usiness E >ne SiDe Does &ot "it !ll Cele rate Successes E Seek 9uick Wins Communicate "reFuently and Consistently

Gust Do ItH

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2008 Dennis Barnhart & Associates Inc. All Rights Reserved