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All HBS Web
(204)
- Faculty Publications (100)
- 2000
- Book
The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment
By: Robert S. Kaplan and D. P. Norton
Keywords:
Balanced Scorecard
Kaplan, Robert S., and D. P. Norton. The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment. Boston, MA: Harvard Business School Press, 2000.
- summer 2000
- Article
The Balanced Scorecard: A Strategic Management System for Multi-Sector Collaboration and Strategy Implementation
By: Robert S. Kaplan, Noorein Inamdar, Mary Lou Helfrich Jones and Rita Menitoff
Kaplan, Robert S., Noorein Inamdar, Mary Lou Helfrich Jones, and Rita Menitoff. "The Balanced Scorecard: A Strategic Management System for Multi-Sector Collaboration and Strategy Implementation." Quality Management in Health Care (summer 2000): 21–39.
- February 2000 (Revised August 2000)
- Case
Microsoft Latin America
By: Robert S. Kaplan, Alberto Ballve and Antonio Davila
Mauricio Santillan, regional vice president for the Latin American division of Microsoft, has introduced a new performance measurement system to help his country managers formulate and control strategy. Microsoft Latin America's priorities are rolling out of an...
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Keywords:
Balanced Scorecard;
Applications and Software;
Emerging Markets;
Crime and Corruption;
Motivation and Incentives;
Management Skills;
Global Strategy;
Strategy;
Information Technology Industry;
Latin America
Kaplan, Robert S., Alberto Ballve, and Antonio Davila. "Microsoft Latin America." Harvard Business School Case 100-040, February 2000. (Revised August 2000.)
- November 1999 (Revised July 2001)
- Case
New Profit Inc.: Governing the Nonprofit Enterprise
By: Robert S. Kaplan
New Profit, Inc. (NPI) is an innovative venture philanthropy fund. Founded by social entrepreneur Venessa Kirsch, NPI intends to raise large donations from individuals who wish to invest in nonprofit enterprises that could have a significant social impact and the...
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Keywords:
Balanced Scorecard;
Nonprofit Organizations;
Venture Capital;
Social Entrepreneurship;
Corporate Governance;
Performance Evaluation;
Financial Statements;
Philanthropy and Charitable Giving;
Service Industry
Kaplan, Robert S. "New Profit Inc.: Governing the Nonprofit Enterprise." Harvard Business School Case 100-052, November 1999. (Revised July 2001.)
- March 1999
- Case
City of Charlotte (B)
By: Robert S. Kaplan
This case shows how two operating departments-transportation and police-translate the high-level corporate scorecard for the city into departmental balanced scorecards. The transportation department follows a highly structured approach designed to link initiatives...
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Keywords:
Crime and Corruption;
Global Strategy;
National Security;
Balanced Scorecard;
Organizational Design;
Technology Adoption;
Public Administration Industry;
Transportation Industry
Kaplan, Robert S. "City of Charlotte (B)." Harvard Business School Case 199-043, March 1999.
- March 1999 (Revised April 2017)
- Teaching Note
Citibank: Performance Evaluation
By: Robert Simons and Antonio Dávila
Teaching Note for (9-198-048).
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- December 1998 (Revised February 1999)
- Case
City of Charlotte (A)
By: Robert S. Kaplan
The city manager's office in Charlotte, North Carolina, is attempting to align and focus the city's programs and operating departments. City managers, working collaboratively with the elected mayor and city council, have identified five strategic themes to make...
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Keywords:
Balanced Scorecard;
Government Administration;
City;
Growth and Development Strategy;
Adoption;
Public Sector;
Management Teams;
Programs;
Performance Evaluation;
Motivation and Incentives;
Public Administration Industry;
North Carolina
Kaplan, Robert S. "City of Charlotte (A)." Harvard Business School Case 199-036, December 1998. (Revised February 1999.)
- August 1998 (Revised December 1998)
- Case
Wells Fargo Online Financial Services (B)
By: Robert S. Kaplan and Nicole Tempest
Describes how the Balanced Scorecard built by the Online Financial Services (OFS) group is used to select the highest-priority initiatives for the organization. Currently, initiatives arise continually throughout the organization, and management spends considerable...
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Keywords:
Balanced Scorecard;
Internet and the Web;
Corporate Entrepreneurship;
Corporate Strategy;
Performance Evaluation;
Finance;
Change;
Situation or Environment;
Measurement and Metrics;
Financial Services Industry;
Banking Industry
Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (B)." Harvard Business School Case 199-019, August 1998. (Revised December 1998.)
- June 1998 (Revised August 2001)
- Case
Wells Fargo Online Financial Services (A)
By: Robert S. Kaplan and Nicole Tempest
Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to...
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Keywords:
Balanced Scorecard;
Internet and the Web;
Corporate Entrepreneurship;
Corporate Strategy;
Performance Evaluation;
Finance;
Change;
Situation or Environment;
Measurement and Metrics;
Banking Industry;
Financial Services Industry
Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (A)." Harvard Business School Case 198-146, June 1998. (Revised August 2001.)
- March 1998
- Teaching Note
Chemical Bank: Implementing the Balanced Scorecard TN
By: Krishna G. Palepu and Kenneth A. Merchant
Teaching Note for (9-195-210). (Not listed on case).
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Keywords:
Banking Industry
- December 1997 (Revised October 1999)
- Case
Citibank: Performance Evaluation
By: Robert L. Simons and Antonio Davila
Citibank has introduced a new, comprehensive performance-scorecard system. A regional president struggles with a tough decision: how to evaluate an outstanding branch manager who has scored poorly on an important customer satisfaction measure. This case provides a...
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Keywords:
Performance Evaluation;
Balanced Scorecard;
Business Strategy;
Customer Satisfaction;
Performance Expectations;
Decisions;
Motivation and Incentives;
Quality;
Banking Industry
Simons, Robert L., and Antonio Davila. "Citibank: Performance Evaluation." Harvard Business School Case 198-048, December 1997. (Revised October 1999.)
- June 1997 (Revised May 1998)
- Case
Mobil USM&R (A1)
By: Robert S. Kaplan
First of a two-part case on the development and use of a Balanced Scorecard (BSC) at Mobil's US Marketing and Refining Division. Split from the original (A) case to give students an opportunity to suggest objectives and measures for the division's initial BSC, without...
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Keywords:
Balanced Scorecard;
Measurement and Metrics;
Restructuring;
Corporate Strategy;
Organizational Change and Adaptation;
Growth and Development Strategy;
Management Teams;
Marketing Strategy;
Motivation and Incentives;
Mining Industry;
Energy Industry;
United States
Kaplan, Robert S. "Mobil USM&R (A1)." Harvard Business School Case 197-120, June 1997. (Revised May 1998.)
- June 1997 (Revised May 1998)
- Case
Mobil USM&R (A2)
By: Robert S. Kaplan
Second of a two-part case on the development and use of a Balanced Scorecard (BSC) at Mobil's US Marketing and Refining Division. This case describes the completed BSC, and how this was linked to the BSCs of the independent business units and the internal service...
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Keywords:
Balanced Scorecard;
Performance Evaluation;
Management Teams;
Management Practices and Processes;
Executive Compensation;
Motivation and Incentives;
Corporate Strategy;
Energy Industry;
Mining Industry;
United States
Kaplan, Robert S. "Mobil USM&R (A2)." Harvard Business School Case 197-121, June 1997. (Revised May 1998.)
- June/July 1997
- Article
Why Does Business Need a Balanced Scorecard? Part II
By: Robert S. Kaplan and David Norton
Keywords:
Balanced Scorecard
- Article
Why Does Business Need a Balanced Scorecard? Part II
By: Robert S. Kaplan and David Norton
Keywords:
Balanced Scorecard
Kaplan, Robert S., and David Norton. "Why Does Business Need a Balanced Scorecard? Part II." Cost Management 11, no. 3 (May–June 1997): 5–10.
- February/March 1997
- Article
Why Does Business Need a Balanced Scorecard? Part I
By: Robert S. Kaplan and David Norton
Keywords:
Balanced Scorecard
- November 1996 (Revised April 1999)
- Case
United Way of Southeastern New England (UWSENE)
By: Robert S. Kaplan and Ellen L. Kaplan / RA
A regional United Way organization, a nonprofit already active in total quality management, implements a Balanced Scorecard to link its strategic planning objectives with day-to-day operations, and is able to translate its vision and strategy into objectives and...
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Keywords:
Balanced Scorecard;
Nonprofit Organizations;
Governing and Advisory Boards;
Strategy;
United States
Kaplan, Robert S., and Ellen L. Kaplan / RA. "United Way of Southeastern New England (UWSENE)." Harvard Business School Case 197-036, November 1996. (Revised April 1999.)
- October 1996 (Revised April 1998)
- Case
Mobil USM&R (D): Gasoline Marketing
By: Robert S. Kaplan
Mobil US Marketing & Refining has shifted from a centralized staff-driven organization to decentralized business-units. Staff functions now must negotiate service agreements with a buyer's committee consisting of representatives from the profit-center business units....
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Keywords:
Balanced Scorecard;
Management Teams;
Human Resources;
Agreements and Arrangements;
Organizational Change and Adaptation;
Customers;
Situation or Environment;
Business Units;
Energy Industry;
Mining Industry;
United States
Kaplan, Robert S. "Mobil USM&R (D): Gasoline Marketing." Harvard Business School Case 197-028, October 1996. (Revised April 1998.)
- September 1996 (Revised September 1999)
- Case
Mobil USM&R (A): Linking the Balanced Scorecard
By: Robert S. Kaplan
The CEO of the marketing and refining division of a major oil company is in the midst of implementing a profit turnaround. He transforms the strongly centralized, functionally-organized division into 17 independent business units and 14 internal service companies. The...
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Keywords:
Organizational Change and Adaptation;
Measurement and Metrics;
Management Practices and Processes;
Organizational Design;
Balanced Scorecard;
Corporate Strategy;
Mining Industry;
Energy Industry
Kaplan, Robert S. "Mobil USM&R (A): Linking the Balanced Scorecard." Harvard Business School Case 197-025, September 1996. (Revised September 1999.)
- September 1996 (Revised April 1998)
- Case
Mobil USM&R (B): New England Sales and Distribution
By: Robert S. Kaplan
The general manager of a local gasoline/distillate sales and distribution business unit must communicate a new strategy to the unit's 300 employees. An initial strategic planning exercise identified a high-priority list of opportunities that blended the parent...
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Keywords:
Balanced Scorecard;
Adoption;
Strategic Planning;
Customization and Personalization;
Management Practices and Processes;
Growth and Development Strategy;
Measurement and Metrics;
Motivation and Incentives;
Performance Evaluation;
Energy Industry;
Mining Industry;
United States
Kaplan, Robert S. "Mobil USM&R (B): New England Sales and Distribution." Harvard Business School Case 197-026, September 1996. (Revised April 1998.)