Balanced Scorecard: USPS
Keller School of Management
BSOP-588 Managing Quality
Professor Robert Lee
February 8, 2014
Performance management systems are often designed to enable organizations to plan, measure and control their performance, so that decisions, resources and activities can be better aligned with business strategies to achieve desired results and create shareholder value. The Balanced Scorecard is a performance tool using financial and nonfinancial measures. It provides an organization with ways to develop and evaluate strategic objectives and goals. For the past two decades, the Balanced Scorecard (BSC) has been proposed as an integrated framework for the implementation of financial and nonfinancial performance measures that helps organizations align their initiatives with the organization's strategy (Kaplan & Norton, 1992).
The United States Postal Service delivers more mail to more addresses in a larger geographical area than any other post in the world. The Postal Service delivers to more than152 million homes, businesses and Post Office boxes in every state, city, town and borough in this country. Everyone living in the United States and its territories has access to postal products and services and pays the same postage regardless of their location (USPS, 2014). This paper will examine the effectiveness of the implementation of the balanced score card approach. Key Issues for Discussion
Explain how the Voice of the Employee supports improved internal processes (Voice of the Business), and how the Voice of the Business supports customer satisfaction (Voice of the Customer).
Employees have a huge impact on their organization’s financial results. When employees are empowered to make decisions they share information relating to the strategic processes and direction of that organization. When it comes to carrying out the message and mission of the organization the voice of the employee is...
References: Kaplan, R., & D. Norton (1992). The Balanced Scorecard--Measures that drive performance.
Harvard Business Review, 70(1), 71-79.
United States Postal Service. (2014). Retrieved February 8, 2014 from
Managing for Quality and Performance Excellence [VitalSouce bookshelf version]. Retrieved
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