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Case Studies

The United States Postal Service (USPS) The United States Postal Service (USPS) is not a large organization – it’s colossal! Its more than 700,000 employees deliver 212 billion pieces of mail to over 144 million destinations that are mainly in the USA, but also include Puerto Rico, Guam, the American Virgin Islands and American Samoa. Comprising six operating divisions - the largest being the $36 billion in revenues ‘correspondence &…
Tata Motors Commercial Vehicles Business Unit Consisting of three plants in India, and supported by a nationwide sales and service network, Tata Motors Commercial Vehicles Business Unit (CVBU) manufactures the full range of commercial vehicles, such as 60-seat buses and 6x4 off-road vehicles. With a workforce of over 26,000, CVBU serves over 60% of the Indian market and is one of the top 10 truck manufacturers in the world. The…
Subordinate Courts, Singapore The Subordinate Courts, Singapore deals with more than 95% of Singapore’s Judiciary caseload. With about 500 employees, it comprises five courts, such as the Magistrates’ Courts, and Small Claims Tribunals and handles over 400,000 cases per year. The origins of the Balanced Scorecard within Subordinate Courts dates back to 1997. That year, the Senior District Judge (equivalent to a CEO) Richard Magnus attended a Harvard Business School…
‘Can the Balanced Scorecard be deployed within a small organization?’ and ‘Is it useful for a startup?’ are two often asked questions. Illustrated through this study of ‘Remote Bank’, as we shall call it, the answer is an unequivocal yes. Moreover, in this case, in addition to small and startup, the scorecard was the central management tool from day one of an organization offering a brand new market offering –…
European Process Organization As Scandinavian Bottlers (as we shall call this organization for the purpose of this case study) was being set up in the late 1990s as a regional bottler for a major soft drinks corporation, the new management team decided to use the Balanced Scorecard as its core strategic management tool. According to the Balanced Scorecard Manager, the senior team grabbed hold of the concept because they perceived…
Headquartered in New York City, and with annual billings topping $US 7 billion, Saatchi & Saatchi is one of the world’s leading creating organizations. The corporation has more than 7,000 employees in 84 countries. Services range from communication and marketing strategy, advertising scripts for production, consumer research and forecasting, among others. Its impressive client list includes household names such as Carlsberg, General Mills, Lexus, Procter & Gamble, Sony Ericsson and…
Christchurch City Council New Zealand is attracting considerable international interest in its innovative public sector. With a growing population, a ‘clean and green’ image to protect, and rapidly increasing community demand for a wide range of services, its local government sector is responding to the need for improved management. Business Excellence Award Winner Christchurch City Council, which has about 2500 employees serving a population of about 365,000 (New Zealand’s second…
BKK The Balanced Scorecard management system enables BKK to achieve group-wide strategic alignment following growth by acquisition and diversification. I. Background For Bergen, Norway headquartered BKK, the 1990s was a decade of growth and expansion. Fuelled in part by acquisition, the organization made two key strategic shifts. Firstly, it switched from being a narrow producer of electrical power to a vertically integrated provider, adding wholesale and distribution capabilities. Secondly, it…
Bilprovningen is the Swedish Vehicle Inspection Company. With a mission to improve road safety and to contribute to a better environment, the company completes about 5.4 million inspections per year. Bilprovningen’s 2,100 employees work in 16 districts, 180 stations and two mobile units. Bilprovningen’s scorecarding initiative started in 2003 and was driven by a Steering Committee, headed by the CEO, and a 2-member project team that managed the process on…
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