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Balanced Scorecard in NPOs & ABM
How will you apply the four perspectives of BSC (Balanced Scored Cards) to measuring the performance of a NPO (Non-Profit Organization), are all the 4 relevant or should emphasis be placed on some?
While all four quadrants are relevant, including customer satisfaction, financial performance, learning, and business growth, they must be prioritized in a different manner for an NPO. Financial performance is not primarily about value maximization and profits: rather it is about financial stability so the NPO can continue to realize its mission. Customer satisfaction may be defined less in terms of 'liking' the product in an immediate fashion, and more in terms of realizing the goals of the organization. For example, a school would not measure its satisfaction based upon mere 'repeat customers' (given that many students might have little choice but to attend the institution). Defining customer satisfaction in terms of 'liking' the product can be problematic, given that students and even parents might not appreciate what was needed to achieve school improvement. Rather, fostering learning and growing to serve the community at NPOs like 'think tanks,' charities and educational institutions are the primary responsibilities of such organizations.
Q2: Has ABM (Activity-Based Management) any place in the operation of NPOs, if yes should it be the case that it must be implemented first before BSC is implemented, or can BSC be implemented without first implementing ABM?
ABM is quite relevant to NPOs -- even if NPOs are not specifically created to generate a profit, they must still budget their activities to save revenue and to act in a fiscally responsible manner. Prioritizing human and financial resources is also essential, to realize the goal of the organization. Adding value to the product through efficiency and accuracy is an important goal for NPOs such as the Red Cross, as the organization's scarce resources and efforts must be well-suited to the specific, pressing needs of a natural disaster or health crisis. ABM should be implemented first, before a BSC is created as definitions of what constitutes organizational value within NPOs may be less obvious than in fiscally-driven organizations.
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