Presented at the 2014 Student Affairs and Services Symposium at York University. The Division of Students at York University has a strategic goal to create a data-informed and measurement-managed environment. With the launch of our 5-year strategic plan in March 2013, we adopted the balanced scorecard approach to translate our strategy into measurable terms and to monitor and evaluate our progress to drive performance for success.

1. Clara Wong
CACUSS 2014: NAVIGATING CHANGE, Session 815
June 10, 2014
Measuring
Success
The Balanced Scorecard Approach

2. 2
Division of Students
PARTNERS IN STUDENT SUCCESS

3. 3
Division of Students
PARTNERS IN STUDENT SUCCESS
Are we there yet?
How far are we?
Are we on the right track?

4. 4
Division of Students
PARTNERS IN STUDENT SUCCESS
What is a balanced scorecard?
• Developed by Drs. Robert Kaplan and David Norton
• A performance measurement framework that gives a
‘balanced’ view of organizational performance
“An organization’s strategy must be translated into terms
that can be understood and acted upon.”
- R. Kaplan and D. Norton

5. 5
Division of Students
PARTNERS IN STUDENT SUCCESS
Why use a balanced scorecard
Performance management in four perspectives that are
aligned to our strategic plan
Vision
Mission
Values
Strategy
Student
Experience
Internal
Processes
Division
Employees
Financial
Meet the needs of our
students
Deliver our
services with
quality and
efficiency
Culture,
knowledge
and skills
Effective
use of our
resources

6. 6
Division of Students
PARTNERS IN STUDENT SUCCESS
Why use a balanced scorecard
A cause and effect model to operationalize our strategy
`
Then services
would be better
and faster
If we develop
our
employees
Service
quality and
sustainability
would
increase
Outcome =
increased
student
satisfaction

7. 7
Division of Students
PARTNERS IN STUDENT SUCCESS
Why use a balanced scorecard
Balance lagging indicators (outcomes) with leading
indicators (operational drivers)
# employee
training hours
(Leading)
% manual
processing
(Leading)
# person hours
for processing
(Leading)
Student
Satisfaction Score
(Lagging)

8. 8
Division of Students
PARTNERS IN STUDENT SUCCESS
How a balanced scorecard links
operational performance to
strategy
Strategic
Plan
Strategic
Goals
Goals by
Perspective
Performance
Measures
Targets
Monitor
Performance

9. 9
Division of Students
PARTNERS IN STUDENT SUCCESS
Creating a balanced scorecard
Step 1: Start with the strategic plan
Step 2: Translate the plan into a strategy map
• Cause and effect relationships of strategic goals

10. 10
Division of Students
PARTNERS IN STUDENT SUCCESS
Partial strategy map
Student
Experience
Financial
Improve
Student
Engagement
Improve
Resource
Alignment
Improve
Student
Experience
Increase
Leadership
Opportunities
Improve
Financial
Aid
Increase
Employee
Engagement
Improve
cost
control
Increase
Employee
Skills
Internal
Processes
Division
Employees

11. 11
Division of Students
PARTNERS IN STUDENT SUCCESS
Creating a balanced scorecard
Step 3: Determine performance measures for each
strategic goal
• Relevant
• Measurable
• Available
• Actionable

12. 12
Division of Students
PARTNERS IN STUDENT SUCCESS
Creating a balanced scorecard
Step 4: Set Targets
• Trend
• Benchmark
• Baseline
• Stated level

13. 13
Division of Students
PARTNERS IN STUDENT SUCCESS
Partial strategy map and balanced
scorecard
Measures FY 2014 Target Var
Student involvement (participation count)
Student utilization of support services (use count)
NSSE Ratings
Retention
Balanced spending
Number of student leaders
% OSAP applicants funded on time
# of escalations recorded through the call centre
% Employees with a professional development plan
Employee engagement score
Student
Experience
Financial
Improve
Student
Engagement
Improve
Resource
Alignment
Improve
Student
Experience
Increase
Leadership
Opportunities
Improve
Financial Aid
Increase
Employee
Engagement
Improve
cost
control
Increase
Employee
Skills
Internal
Processes
Division
Employees

14. 14
Division of Students
PARTNERS IN STUDENT SUCCESS
Performance by perspective
Student
Experience
Financial
Division
Employees
Internal
Processes

15. 15
Division of Students
PARTNERS IN STUDENT SUCCESS
Creating a balanced scorecard
Step 5: Cascade
• Align the entire division - cascade strategy map and
balanced scorecard down the organization
Tier 3
Tier 2
Tier 1 Division of
Students
Counselling
&Disability
Services
Personal
Counselling
Disability
Services
Registrar’s
Office
Records
Management
Financial
Aid

16. 16
Division of Students
PARTNERS IN STUDENT SUCCESS
Lessons learned for a successful
balanced scorecard implementation
• Executive support
• Engage the senior team in the selection of success
measures
• Assign an owner for each measure
• Update and review at least every 6 months
• Fine tune the measures used and their targets where
necessary - ongoing
• Cascade

17. Questions?
Contact Information
Clara Wong
Director, Business Performance
Reporting
Division of Students
cmwong@yorku.ca
416-736-2100 x20668