The Cattaraugus County ReHabilitation Center (CattCounty ReHab) is a Not-For_Profit enterprise. It exists to provide services to a number of distinct constituencies, notably injured people, persons with physical and developmental disabilities, people with autism, and related services to the disabled of all ages.
The Balanced Scorecard (BSC), attributed to Robert S. Kaplan and David P. Norton of the Harvard Business School, is a process framework used to evaluate an organization’s effectiveness at pursuing its mission or that of a specific exercise. There are four equally important factors in the BSC paradigm that establish measurement of multiple factors of an enterprise’s performance.
Not-For-Profits often do not pursue profit as primary, but must consider additional factors of: service to their stakeholders and customers, maintaining clear pursuit of their internal management, and implementing an culture willing to change and improve, including seeking participation from employees, customers and stakeholders.
CattCounty ReHab wished to implement the BSC to review its operations, and institute a long term plan for strategic planning for its service delivery. This paper intends to review the successes, and shortcomings, of the endeavor.
SEQ CHAPTER \h \r 1 CattCounty ReHab provides services to a number of distinct constituencies, notably injured people, persons with physical and developmental disabilities, people with autism, and related services to the disabled of all ages. Their focus is on customer care, not profit, so the BSC with its four-pronged approach would allow for other factors to influence management, not just funding or profitability. Implementation requires participation from all involved parties, from customers to stakeholders to employees.
The involvement of the staff and stakeholders in the BSC review may be the most important lesson to be learned from the Cattcounty ReHab implementation.
The Balanced Scorecard...