Developing a management scorecard to improve performance and reduce costs
We implemented flexible performance measurement and management processes and tools to improve the performance and reduce the costs of two of our client's critical groups.
The Situation
Two major sales and marketing support groups of a global pharmaceutical firm were asked to improve performance and reduce costs. The leadership teams of the groups realized that they had very little insight into the operations and performance they supervised. They had few meaningful measures to gauge results, and measures that did exist were not aligned with group and team priorities, making it difficult to compare performance to objectives. Moreover, there were no mechanisms in place to capture, share, and address organizational performance results.
The Satori Solution
We partnered with the leadership of the two support groups to craft key messages and cascade them throughout the teams. Then, following a series of steps, we created a scorecard to improve performance measurement. We reviewed performance objectives with the group and team leadership to ensure that they would “measure what mattered”, then created a comprehensive metrics plan and defined and developed processes and tools to capture all the necessary data. Finally, we designed an Excel-based scorecard that included two group views, eight team views, and a compliance view that spanned both groups and all teams. The scorecard provided the clients an unprecedented view of their performance and became a staple of regular leadership meetings. It was used to review group and team performance, identify gaps and initiate corrective actions.
The Results
Our flexible processes and tools provided structure and systemization to data collection and scorecard generation, enabling regular and effective performance measurement and management.
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