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Balanced Scorecard
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Table of Contents

Preface ix Acknowledgments xv Chapter 1 Introduction to the Balanced Scorecard 1 Chapter 2 Adapting the Balanced Scorecard to Fit the Public and Nonprofit Sectors 25 Chapter 3 Before You Begin 46 Chapter 4 Training and Communication Planning for Balanced Scorecard Success 82 Chapter 5 Mission, Values, and Vision 105 Chapter 6 Strategy: The Core of Every Balanced Scorecard 130 Chapter 7 Strategy Maps 150 Chapter 8 Performance Measures, Targets, and Initiatives 209 Chapter 9 Creating Alignment by Cascading the Balanced Scorecard 256 Chapter 10 Linking Resource Allocation to the Balanced Scorecard 276 Chapter 11 Reporting Results 286 Chapter 12 The City of Charlotte: A Balanced Scorecard Success Story 312 Chapter 13 Sustaining Balanced Scorecard Success 330 Appendix The Importance of Terminology and a Balanced Scorecard Glossary 343 Index 353

About the Author

PAUL R. NIVEN is a management consultant and noted speaker on the subjects of performance management and the Balanced Scorecard. As both a practitioner and consultant, he has developed successful Performance Management systems for organizations large and small around the globe. His clients include Fortune 500 companies, public-sector agencies from all levels, and nonprofit organizations. He may be reached through his Web site at www.senalosa.com.

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