Strategy Driven

JULY 13, 2011

It turned out that the unit was driving profits by raising prices and cutting marketing and advertising expenditures. Higher prices and reduced advertising created an opening for competitors to take away market share, which they did. So while profits were rising and ROIC was high, market share was declining.

ROIC 62

ROIC Balanced Scorecard Metrics McKinsey 62

Harvard Business Review

OCTOBER 5, 2012

So why do companies spend millions on big data and big-data-based market research while continuing to ignore the simple things that make customers happy? Big data is today's panacea, the great new hope for unlocking the mysteries of marketing. We all have. Shut down their customer service on weekends?

CAPEX 15

CAPEX Balanced Scorecard Hedge Software 15

Harvard Business Review

DECEMBER 10, 2015

Take Silver Cross’s joint operating committee with RIC, which convenes on a quarterly basis to review Balanced Scorecard metrics on quality of care, patient experience, volume, and efficiency. Silver Cross has included UCM in its culture of patient safety and high-reliability training. A culture of shared values.

Health Care 8

Health Care Committee Balanced Scorecard Discount 8

Harvard Business Review

DECEMBER 19, 2012

Still, a lot of companies haven't reorganized their businesses to execute, manage, and measure social care strategically with well-trained staffs. That means providing them with detailed training programs and customer-response guidelines that are based on an array of scenarios. Here are four steps we've seen work: The map. The metrics.

Balanced Scorecard 8

Balanced Scorecard McKinsey Media Metrics 8

Harvard Business Review

NOVEMBER 12, 2012

But gender imbalance isn't solved by being more self-aware or "inclusive" — which is what most diversity training focuses on (although that doesn't hurt). It's about learning enough about the differences between men and women to be able to effectively access and connect with the majority of today's talent and markets.

Diversity 8

Diversity Balanced Scorecard P&L Committee 8