This Master Scorecard process is for the leader/manager and key team members of a training function, Corporate University, or the Human Resource Function. The scorecard process addresses how your functional organization is meeting stakeholder needs inside the organization and facilitates the development of strategies and implementation plans to improve your results. The balanced framework of four Key Success Factors becomes the focal point for addressing your measurement requirements and building the scorecard to the unique dimensions required by you and your internal clients. These Key Success Factors are:

• Access/Availability answers the question: Do we make available the products/programs/processes that our stakeholders need and how are we doing?

• Operations/Administration addresses the question: How well do we run our department as seen through the eyes of senior management and other appropriate stakeholders?

• Customer Delivery addresses the question: How well are we delivering the products and services we provide for our customers?

• Outcomes address the question: Do our products/programs/processes achieve the end in mind? Did we influence the desired behavior change and were business results achieved? Was there a return on investment?

While this process addresses a balanced approach to accountability, any of the four Key Success Factors can be addressed in a singular fashion if your requirements demand it.

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