凱捷-平衡計分卡-CBA Balanced Scorecard Prototype Documentation

STYLEREF"CGEYProposaltitle"

RBSBalancedScorecardPrototypeDocumentation

RBSBalancedScorecardPrototypeDocumentation

Wednesday4thofSeptember,2002

TableofContents

TOC\o"2-3"\t"Heading1,1,Tableendnote,1"

RBSBalancedScorecardBackground

3

TheBalancedScorecard

3

RBSBalancedScorecardUserDocumentation

5

ScorecardNavigation–MainMenu

5

B-MainMenuListsofValues

6

D–MainMenuHelp

7

ScorecardNavigation–ScorecardViews

7

BalancedScorecardPerspective

8

BalancedScorecardAllPerspectives

9

BalancedScorecardCommentary

11

BalancedScorecardMeasures

12

RBSBalancedScorecardSupportDocumentation

13

MonthlyScorecardUpdateProcess

13

ScorecardMaintenance

17

ViewTabs

17

ListofValues

18

Path

19

PeriodVarianceIndicators

19

ConditionalCellFormatting

20

DataSheettoDisplayLinkage

21

RetailBankingScorecardPrototypeDevelopment

DRAFT

Reference:RBSPrototypeDevelopment Version:1.0(

DATE\@"d/MM/yyyy"

11/09/2002

)

PAGE

3

of

NUMPAGES

21

RBSBalancedScorecardBackground

TheBalancedScorecard

Anapproachdevelopedintheearly1990'sbyRobertKaplanandDavidNortontobringawholisticmanagementsystemtotheworkplace.

Theynamedthissystemthe'balancedscorecard'.

Recognisingsomeoftheweaknessesandvaguenessofpreviousmanagementapproaches,thebalancedscorecardapproachprovidesaclearprescriptionastowhatcompaniesshouldmeasureinorderto'balance'thefinancialperspective.

Thebalancedscorecardisamanagementsystem(notonlyameasurementsystem)thatenablesorganisationstoclarifytheirvisionandstrategyandtranslatethemintoaction.Itprovidesfeedbackaroundboththeinternalbusinessprocessesandexternaloutcomesinordertocontinuouslyimprovestrategicperformanceandresults.

Whenfullydeployed,thebalancedscorecardtransformsstrategicplanningfromanacademicexerciseintothe

nervecentreofanenterprise.

KaplanandNortondescribetheinnovationofthebalancedscorecardasfollows:

"Thebalancedscorecardretainstraditionalfinancialmeasures.Butfinancialmeasurestellthestoryofpastevents,anadequatestoryforindustrialagecompaniesforwhichinvestmentsinlong-termcapabilitiesandcustomerrelationshipswerenotcriticalforsuccess.Thesefinancialmeasuresareinadequate,however,forguidingandevaluatingthejourneythatinformationagecompaniesmustmaketocreatefuturevaluethroughinvestmentincustomers,suppliers,employees,processes,technology,andinnovation."

Thebalancedscorecardsuggeststhatweviewtheorganisationfromfourperspectivescovering:Finance&Risk;InternalProductivity;People&Learning,andCustomerreaction/perception.

RBSBalancedScorecardUserDocumentation

ScorecardNavigation–MainMenu

UsernavigationisconductedthroughRBSBalancedScorecardMenuExcelworkbookasfollows:

TheredcapitalsA,B,C,DandErepresenttheavailablenavigationchoicesontheMainMenuasdocumentedbelow.

A–alinktothisdocumentation

B–theMainMenuListsofValuesasbelow

C–theuserinitiationbuttononcetheappropriateListsofValueshavebeenselected

D–theHelpoptionasbelow

E–ExitoptiontoclosetheMainMenu

B-MainMenuListsofValues

Navigationisconductedthroughtheappropriateselectionofthedropdownmenusasfollows:

Group/Division

ScorecardPerspective

PeriodEnding

View

Group/Division

Thisoptionprovidesaccesstotheappropriatelevelscorecard,i.e.LevelV,VI,RetailCustomerServicesortheStrategicManagementReport.

ScorecardPerspective

ThisoptionprovidesnavigationtotheappropriatescorecardperspectivebasedontheselectedGroup/Division,allperspectivesortheCorporateGoalsoftheStrategicManagementReport.ThescorecardperspectivesaredefinedintheRBSBalancedScorecardBackgroundabove.

PeriodEnding

ThisoptionprovidesnavigationtotheappropriatereportingperiodfortheabovescorecardperspectivefortheselectedGroup/Division.PeriodsareeithermonthlybasedorrepresentthequarterlyaspectoftheStrategicManagementReportreportingcycle.

View

Thisoptioncontrolstheviewoftheabove3selectedoptionsandcoverstheactualscorecard,measures(definitions,calculationsetc)ortheassociatedscorecardcommentary.

D–MainMenuHelp

SelectionoftheHelpoptionisperformedthroughuserselectionoftheHelpiconashighlightedbytheredcapitalletterDontheabovescreenshot.AhelpfileisprovidedforeachoftheMainMenuListofValuesgivingdetailofthecontentandusageofeach.

TheHelpexampleaboveisthatoftheGroup/DivisionListofValues.ReturntotheMainMenuisachievedthroughtheselectionoftheMainMenugreybutton(topleft).

ScorecardNavigation–ScorecardViews

PerspectivenavigationiscontrolledfromtheappropriateselectionswithintheMainMenuscreen.4principleRBSBalancedScorecardviewsareavailable:

BalancedScorecardPerspective

BalancedScorecardAllPerspectives

BalancedScorecardCommentary

BalancedScorecardMeasures

Thesewillbediscussedinmoredetailbelow.

BalancedScorecardPerspective

Asdiscussedinthebackgroundsectionabove,theRBSBalancedScorecardcapturestheFinancial/Risk,Internal/Productivity,People/Learningandcustomerperspectives.Eachperspectivehasdifferentmeasures,targetsandactualsalthoughthephysicalstructureoftheuserdisplayremainsthesamebetweeneachoftheperspectives.

ThedisplayedBusinessDevelopment(BD)PeopleandLearningperspectiveprovidesthefoundationforthe‘AllPerspectives’sheetdisplayednext.Afterreviewingtherelevantdetail,usernavigationisprovidedtoreturntotheMainMenuviatheMainMenubutton(greybutton,topleft).

BalancedScorecardAllPerspectives

TheAllPerspectivesscorecardisadynamicdisplayoftheunderlyingsingleperspectivesdiscussedabove.

Animportantpointtonoteisthattheadditionordeletionofmeasurestoeachoftheunderlyingperspectiveswillnotaffectthesizingoftheviewswithinthe‘AllPerspectives’worksheet,asthisispresettoensureperspectivevisibilitywhenprinting.ReturntotheMainMenuisachievedthroughtheselectionoftheMainMenubutton(greybutton,topleft).

Thescorecarddisplaysdatainacolumnarformatwiththefollowingcolumnsrepresenting:

ColumnName

Description

Ref

Theidentifierallocatedtoeachmeasure.ThisrepresentsthelevelVorVIfunctionalunitse.g.RBSF5translatesasalevelVI(RBS)measureandisthefifthmeasurewithintheFinanceperspective(F).

Monthand

YTD

MonthlyandYeartoDatevarianceindicators.

Theindicatorsuseacombinationofcolourandsymboltodisplaythemeasurevarianceasfollows:

Green–Positivevariancebeyonddefinedlimit

Amber-Minimalornovarianceandon–track

Red–Negativevariancebeyonddefinedlimit(currently10%)

√-Positivevariance

---Minimalornovariance

X–Negativevariance

MeasureName

Briefmeasuredescriptionorname

Budget/TargetTotalYear

Thebudgetedfigurefortheyearforthemeasure

ActualMonth

Theactualresultforthismeasurepermonth/period

BudgetMonth

Thetargetorbudgetforthismeasurepermonth/period

VarianceMonth

Thevariance/differencebetweentheActualandBudgetabove

ActualYTD

Theactualresultforthismeasurefortheyeartodate

BudgetYTD

Thetargetorbudgetforthismeasurefortheyeartodate

VarianceYTD

Thevariance/differencebetweentheActualandBudgetabovefortheyeartodate

BalancedScorecardCommentary

Commentaryisprovidedthescorecardco-ordinatorsinconjunctionwiththescorecarddataproviders.Commentaryisintendedtoprovidemeaningandclarificationoftheresultsdisplayedforeachscorecard.

Commentaryisprovidedonamonthlybasis,asmeasuredataiscollectedandenteredbythescorecardcoordinatorsandFinanceServices.ReturntotheMainMenuisachievedthroughtheselectionoftheMainMenubutton(greybutton,topleft).

BalancedScorecardMeasures

Theunderlyingmeasuresaredefinedwithinthisview,withmeasurereference,definition,calculationmethodandrelatedcommentsdisplayed.Thisviewisprovidedmerelyfordisplayandinformationpurposesonly.

ReturntotheMainMenuisachievedthroughtheselectionoftheMainMenubutton(greybutton,topleft).

RBSBalancedScorecardSupportDocumentation

MonthlyScorecardUpdateProcess

ThekeystepswithintheRBSBalancedScorecardmonthlyinformationgatheringcyclearedetailedbelow.Theintentionofthesestepsistoensure3primaryactivities:datacapture,communication,andreview.The‘Day’columnreflectstheworkingdayaftermonthend,withthe‘Action’representingtheactivityundertakenbytheSharedServicesandthescorecardcoordinators.Toacceleratethereportingprocess,itisimportanttonotethatscorecarddataisupdatedbySharedServicesonadailybasisasitisreceived,adailyemailofupdateswillbesenttoscorecardcoordinators.

Day

Activity

Screenshot

10

GeneralLedger(GL)databecomesavailable.SharedServicespopulatescorecardmeasuresdatabasewithsystem(GL,data-warehouse,cubes)andnon-system-sourceddata.ThecompletedfileisthenuploadedtotheIntranet.

DataispopulatedintheRBSMeasuresExcelworksheet.

11–15

SharedServicessende-mailnotification(includinglinktoscorecards)toscorecardco-ordinatorsadvisingthatscorecardsareavailableforreview.Theemailwillalsocontainacommentarytemplatethatcanbeupdatedbythescorecardco-ordinatorsindependentofthescorecarditself(giventhatthescorecarddatamaystillbeintheprocessofbeingfinalisedforthenextfewdays).Usingthecommentarytemplateprovidedwiththeemail,scorecardco-ordinatorsineachofthebusinessesareabletobeginpreparingcommentaryforthemeasureswheredataisavailable.Inmostinstances,wheredataisn’tavailablethroughtheinitialrelease,thebusinessinquestionwillactuallybeprovidingthedata(e.g.RCSandsegment-baseddata)andwillbeinapositiontoformviewsoncommentaryrequiredwhilstdataisbeingfinalisedforprovisiontoSharedServices.

11-12

Wheredataisn’tavailableforthefirstreleaseofthescorecards,SharedServiceswillcontinuetosourcenon-systemsdatafromnominateddataprovidersandupdatethedatabaseasthedataisprovided.Updatestothedatabasecanthenbeviewedthroughtherefreshedscorecardontheintranet.

16

Scorecardco-ordinatorssendemailconfirmationtoSharedServicesthatscorecardshavebeenapprovedbyrelevantEGM.Atthesametime,thefinalisedcommentaryfileisreturnedtoSharedServicesforinclusionincentralscorecardfile.ThecommentaryshouldalsobecopiedtotheRBSFinanceServicesteam(PeterMoloney/PatrickWalton)foruse(whererelevant)intheBoardreport.

17

Sharedservicessendemailnotificationtoscorecardco-ordinatorsindicatingthatallscorecardshavebeenfinalisedandareavailablethroughtheintranet.Thisallowsviewing/downloadingfor:

JFM(inpreparationformonthly1on1’swithEGMs)

JKE(inpreparationforhostingRBSFinanceforums)

EGMs(inpreparationformonthly1on1’swithJFMandforhostingallocatedbusinessforums)

RBSFinanceServices(toconsolidatecommentaryfromscorecardswhererelevantforuseinBoardreport)

19

RBSFinanceServicesteam(PeterMoloney/PatrickWalton)updateBoardreportwithcommentaryfromscorecards(whererequired)andforwardthroughtoGroup

ScorecardMaintenance

ViewTabs

TheRBSBalancedScorecardworkbookservesastheuserinterfacetotheRBSBalancedScorecardprototype,providingaccesstotheunderlyingdatasources,commentariesandscorecards.ThenavigationandtheuserhelpfunctionareprovidedfromwiththeRBSBalancedScorecardworkbook,witheachfunctioncoveredbyaworksheetwithintheaboveworkbook.Toprovideaseamlessuserfront-end,theworksheettabshavebeenhiddenandcanbeunhiddenviathefollowing:

OpentheRBSBalancedScorecardMenuworkbook

Fromdropdownmenuselect‘Tools’then‘Options’

Anoptionsformwillopen.IntheWindowoptions(bottomright)tickthe‘Sheettabs’box

ClickOK(bottomselectionbuttons)

Theworksheettabswillbecomevisibleatthebottomoftheworkbook.

ListofValues

TheMainMenusheethasanumberofdropdownlistssuchas‘Group/Division’or‘ScorecardPerspective’etc.Thevaluesforeachoftheselistsisstoredwithinthe‘ListBoxValues’worksheetwithintheRBSBalancedScorecardMenuworkbook.

Toprovidevisibilityofthe‘ListBoxValues’worksheet,followtheviewtabsprocedureabove

Selectthe‘ListBoxValues’tab

Column‘A’containsthetitleandcontentsofeachlistofvaluesasfollows:Group/Divisions;ScorecardPerspective;PeriodandView.HeadingsthatshouldnotbechangedareinBoldtype.

ThevaluesfoundbeneatheachofthelistgroupingscanbealteredtohaveacorrespondingchangeinthevisiblelistofvaluesontheMainMenupageoftheworkbook.

Path

Tominimisemaintenanceeffort,allnavigationwithintheRBSBalancedScorecardprototypeisconductedusingapredefinedURLtypepaththatallowsasinglechangetothispathtoalterthenavigationroutefromwithineachscorecardandMainMenuoption.ThepathvariableisstoredinahiddenworksheetwithintheRBSBalancedScorecardMenuworkbook.

Toprovidevisibilityofthe‘Path’worksheet,followtheviewtabsprocedureabove

IncellA2typethefullfolderpathwheretheRBSBalancedscorecardMenuanditsrelateddataanddisplaysheetswillreside.

PeriodVarianceIndicators

Withineachofthescorecardperspectives,varianceindicatorsareusedtohighlightdifferencesbetweenthemonthlyactualsincomparisontobudget.Additionalindicationisprovidedbytheinclusionofcolourindicatorsasfollows:

Theaboveindicatorisproducedfrom2separateExcelfunctions,anIFstatementandConditionalcellreferencing.The