Indices to

Consider All
Dimensions
 • Stakeholder value and benefits, i.e. customer
satisfaction and market share.

An investigation of the • Programme objectives and requirements such as

development and completeness of product
literature revealed that requirements.
it is possible to divide • Results from the products such as cost and quality.
the metrics used in • Results from processes, such as utilization of resources,
particular classification and
• People related such as training and culture.
 30% address the process results;

However, the
subsequent 27% focus upon the stakeholder values and benefits;

investigation on
the prominence 25% product results;
or popularity
reveals the
following 9% programme objectives: and

information.
9% are people related
 48% of the metrics assessed
The survey were used by the organizations;
results
32% of the metrics were nor
revealed used; and
usefulness of
the metrics 20 % are not being used but
organizations would like to do so
From the analysis undertaken, it was
interesting to discover that two metrics:

CUSTOMER CONTENTMENT EMPLOYEE CONTENTMENT

Approach to Asses Lean

BALANCED
SCORECARD
BALANCED SCORECARD

IS A STRATEGIC MANAGEMENT SYSTEM AND ACCOUNTABILITY THROUGHOUT

USED TO DRIVE PERFORMANCE THE ORGANIZATION.
 FINANCIAL INTEGRATION/OPERATIONAL
EXCELLENCE

FOUR KEY
DIMENSIONS

EMPLOYEES CUSTOMERS
BENEFITS

ALIGNMENT OF ACCOUNTABILITY CULTURE DRIVEN BY SUPPORT OF

INDIVIDUAL AND THROUGHOUT THE PERFORMANCE SHAREHOLDER VALUE
CORPORATE OBJECTIVES ORGANIZATION CREATION
 GENERIC SCORECARD PRECAUTIONS AND
CONSIDERATIONS

IT IS IMPORTANT TO RECOGNIZE THAT NO SCORECARD CAN DEFINE THE BEST STRATEGY FOR
A COMPANY TO ADOPT. WHILE MANY ACKNOWLEDGE THE LINK BETWEEN CUSTOMER AND
EMPLOYEE SATISFACTION, A SCORECARD MAY NOT PROVIDE GUIDANCE REGARDING THE
METHODOLOGY TO IMPROVE PERFORMANCE IN ORDER TO ACHIEVE THE DESIRED STRATEGIC
RESULTS.
WOMACK AND JONES’ FIVE PRINCIPLES

• Value to Customers
• Lean operates in the context of a value stream
• Pull and Flow
• Perfection to quantify all instances of non-value, non-flow, or non-
pull
• Empowered Personnel
CASCADING Focuses the entire organization on strategy and
MEASURE creating line of sight between the workpeople do
and high level desired results.