Once these goals have been determined, they are documented in a strategy map,
and lines are drawn between connected goals. Figure 4-3 shows an example of a
strategy map for a Balanced Scorecard.
If the goal is to build a scorecard for a business area instead of the entire
organization, it is still possible to use the same four perspectives of a balanced
scorecard, or to use a simplified version of the strategy map. A strategy map for an
Information Technology (IT) department might include the financial perspective goals
of increasing IT effectiveness and managing IT expenditures. Customer perspective
76 B u s i n e s s I n t e l l i g e n c e w i t h M i c r o s o f t O f f i c e P e r f o r m a n c e P o i n t S e r v e r 2 0 0 7
goals might include developing solutions and implementing changes quickly,
maintaining high availability for key systems, and being a partner with the business
when technological solutions are required. Internal process goals could be items such
as understanding the business unit??™s goals and needs, providing excellent customer
service, delivering projects on time and on budget, performing buy vs. build decisions,
and maintaining current knowledge of technology trends. Finally, the learning and
growth perspective goals might include hiring and training talented people, recognizing
achievement, exposing all IT personnel to business unit strategies, and encouraging IT
personnel to work for a time in the business units.
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