Implementation of an IT Balanced Scorecard

Table of Contents

Index of Figures

Index of Tables

1 Introduction

2 Problem definition
2.1 Introduction to IT organisations
2.1.1 Structure of the examined IT department
2.1.2 Processes of the IT department
2.2 Existing management ratios
2.3 Goal of the thesis

3 The Balanced Scorecard (BSC)
3.1 BSC Fundamentals
3.1.1 Financial Perspective
3.1.2 Customer Perspective
3.1.3 Internal Perspective
3.1.4 Learning and Innovation Perspective
3.2 The BSC as Strategic Management System
3.2.1 Translating the Vision
3.2.2 Communicating and Linking
3.2.3 Business Planning
3.2.4 Feedback and Learning
3.3 Strategy Maps
3.4 Implementation of a BSC
3.5 Summary of BSC advantages
3.6 BSC criticism

4 Alternatives to the BSC
4.1 Gälweiler’s Strategic Navigation System
4.1.1 Comparison to the BSC
4.2 Stakeholder Scorecard
4.2.1 Architecture
4.2.2 Criticism

5 The IT BSC
5.1 Model of Kütz
5.1.1 Perspectives
5.2 Model of Schmid-Kleemann
5.2.1 Perspectives
5.2.2 Strategy Map
5.3 Symons’s IT Strategy Maps
5.3.1 Perspectives
5.3.2 Strategy Map
5.4 Conclusion on IT-BSC models
5.5 Alignment to corporate BSC
5.5.1 Definition of the IT strategy
5.5.2 IT functions within the corporate BSC

6 Implementation of the IT BSC for the IT department examined
6.1 Decision
6.2 Implementation
6.2.1 Mission statement
6.2.2 Vision statement
6.2.3 IT Strategy
6.2.4 Strategy Map
6.2.5 The IT BSC
6.2.6 Finishing the Implementation

7 Conclusions
7.1 Results
7.2 Further Improvements

8 References

Appendix A - The IT Strategy Map