19 - Meeks - Improbable Pairs

IMPROBABLE PAIRSIMPROBABLE PAIRSAPPRECIATIVE INQUIRYAPPRECIATIVE INQUIRY

MEETS THEMEETS THEBALANCED SCORECARDBALANCED SCORECARD

Jean F. Meeks, MAccJean F. Meeks, MAcc

INTRODUCTIONINTRODUCTION

Overview of PacketOverview of Packet Driving Focus and Alignment with the Balanced Driving Focus and Alignment with the Balanced

Scorecard, (Niven, P.R.)Scorecard, (Niven, P.R.) The Science of Causing Outcomes: Managing The Science of Causing Outcomes: Managing

from the Heart of the Matter, (Yeaman, D.M & from the Heart of the Matter, (Yeaman, D.M & McInnis, N.F.)McInnis, N.F.)

Articulating a Positive Relationship to Money, Articulating a Positive Relationship to Money, (Bryant, S.M., Stone, D., & Wier, B.)(Bryant, S.M., Stone, D., & Wier, B.)

Who Said Money Is Everything? (Korten, A. & Who Said Money Is Everything? (Korten, A. & Kietz, K.)Kietz, K.)

What is the Balanced Scorecard?What is the Balanced Scorecard?

►►1990’s Kaplan and Norton created it as a 1990’s Kaplan and Norton created it as a strategic management tool not purely a strategic management tool not purely a measurement tool.measurement tool.

►►View organization from 4 – perspectivesView organization from 4 – perspectives

▪▪ Financial PerspectiveFinancial Perspective

▪▪ Business Process PerspectiveBusiness Process Perspective

▪▪ Customer PerspectiveCustomer Perspective

▪▪ Learning and Growth PerspectiveLearning and Growth Perspective

What is the Balanced Scorecord?What is the Balanced Scorecord?

Central HypothesisCentral Hypothesis::

▪▪ Vision Strategy ► Action StrategyVision Strategy ► Action Strategy▪▪ Value of Intangible AssetsValue of Intangible Assets▪▪ Past Measurables: Past Measurables:

data collections, analysis and synthesisdata collections, analysis and synthesis

……launch forward moving tactical initiatives launch forward moving tactical initiatives ...unleash powerful innovations ...unleash powerful innovations

...build a sustainable competitive advantage...build a sustainable competitive advantage

What is a Balanced Scorecard?What is a Balanced Scorecard?

What is Appreciative InquiryWhat is Appreciative Inquiry

Ap-pre-’ci-ate, v.Ap-pre-’ci-ate, v.►► To increase in value.To increase in value.►► Synonyms: valuing, prizing, Synonyms: valuing, prizing, esteeming, honoring esteeming, honoring

In-quire’, v.In-quire’, v.►► The act of exploration and The act of exploration and discovery. discovery.►► Synonyms: discovery, search, study, Synonyms: discovery, search, study,

systematic explorationsystematic exploration

DiscoveryDiscovery““What gives life?”What gives life?”

(The best of what is)(The best of what is)AppreciatingAppreciating

DiscoveryDiscovery““What gives life?”What gives life?”

(The best of what is)(The best of what is)AppreciatingAppreciating

DreamDream““What might be?”What might be?”(What is the world(What is the world

calling for)calling for)Envisioning ResultsEnvisioning Results



DesignDesign““What should be—What should be—

the ideal?”the ideal?”Co-constructingCo-constructing


the ideal?”the ideal?”Co-constructingCo-constructing

DestinyDestiny““How to empower, learn,How to empower, learn,

and improvise?”and improvise?”SustainingSustaining



AffirmativeTopic Choice





Improbable PairImprobable Pair

Appreciative InquiryAppreciative Inquiry Balanced ScorecardBalanced Scorecard

►► DiscoveryDiscovery►► Data CollectionData Collection

►► DreamDream►► TargetsTargets

►► DesignDesign►► Measurable ObjectivesMeasurable Objectives

►► DestinyDestiny►► Metrics driven Metrics driven

initiativesinitiatives

Integrating the AI with the Balanced Integrating the AI with the Balanced ScorecardScorecard

rr DiscoveryDiscovery““What gives life”What gives life”

DiscoveryDiscovery““What gives life”What gives life”

DreamDream““What might be?”What might be?”

DreamDream““What might be?”What might be?”


the ideal?”the ideal?”


the ideal?”the ideal?”





The Accountant Meets the The Accountant Meets the Appreciative LeaderAppreciative Leader

Appreciative LeaderAppreciative Leader AccountantAccountant

Experiencing the Process Experiencing the Process Discovery in Groups Discovery in Groups

One-on-One InterviewsOne-on-One InterviewsDivide into four groups: Divide into four groups:

1.1. Learning and growthLearning and growth2.2. Internal Business ProcessInternal Business Process3.3. FinancialFinancial4.4. CustomerCustomer

Find a partner who you do not know, but would like to have Find a partner who you do not know, but would like to have an opportunity to interview. You will each have ten an opportunity to interview. You will each have ten minutes to interview each other using the questions the minutes to interview each other using the questions the relate to your balance scorecard perspective.relate to your balance scorecard perspective.

At the end of the 20 minutes rejoin your balance scorecard At the end of the 20 minutes rejoin your balance scorecard perspective group.perspective group.

Learning and Growth PerspectiveLearning and Growth Perspective

Discovery/Data Collection:Discovery/Data Collection: In a changing world, the In a changing world, the competitive edge goes to the organization that can competitive edge goes to the organization that can learn and grow more effectively than the learn and grow more effectively than the competition. Describe an organization or competition. Describe an organization or environment you’ve been in that has most inspired environment you’ve been in that has most inspired you and others to want to learn and grow?you and others to want to learn and grow?

Dream/Targets:Dream/Targets: It is now 2017 and you have been It is now 2017 and you have been integrally involved in the learning and growth integrally involved in the learning and growth perspective of your organization. What is your perspective of your organization. What is your proudest accomplishment during this time of proudest accomplishment during this time of learning and growth, and how did you measure its learning and growth, and how did you measure its success?success?

Learning and Growth PerspectiveLearning and Growth Perspective

Design/Objective:Design/Objective: You have peeked into the You have peeked into the future and have tasted success. Describe in rich future and have tasted success. Describe in rich detail the purpose for pursuing the detail the purpose for pursuing the dream/targets dream/targets and define the purpose as a and define the purpose as a narrative and measurable objectivenarrative and measurable objective..

Destiny/Metrics Driven Initiative:Destiny/Metrics Driven Initiative: Looking at the Looking at the learning and growth objective, co-create one learning and growth objective, co-create one initiative and metric that will bring you toward the initiative and metric that will bring you toward the dream/targets.dream/targets.

The Business PerspectiveThe Business Perspective

Discovery/Data Collection: Discovery/Data Collection: Organizations thrive Organizations thrive on systems and processes that are intuitively on systems and processes that are intuitively adaptable, resilient and flexible. Organizations adaptable, resilient and flexible. Organizations process inputs to create a desired output, which process inputs to create a desired output, which meet the organization’s vision and strategic meet the organization’s vision and strategic plans. Describe a time when you were involved plans. Describe a time when you were involved in a business process that ran like a trained in a business process that ran like a trained Kentucky Derby racehorse. How was the Kentucky Derby racehorse. How was the success of this process measured?success of this process measured?

Dream/Targets:Dream/Targets: It is now 2017 and you have It is now 2017 and you have created a sustainable business process. created a sustainable business process. Describe the process and its metrics.Describe the process and its metrics.

The Business PerspectiveThe Business Perspective

Design/Objective:Design/Objective: You have peeked into the You have peeked into the future and tasted success. Describe in rich future and tasted success. Describe in rich detail the purpose for pursuing the detail the purpose for pursuing the dream/targets dream/targets and define the purpose as a and define the purpose as a narrative and measurable objective.narrative and measurable objective.

Destiny/Metrics Driven Initiative:Destiny/Metrics Driven Initiative: Looking at the Looking at the internal business processes in your internal business processes in your organization, co-create one initiative that will organization, co-create one initiative that will bring you toward the bring you toward the dream/targetsdream/targets. Richly . Richly describe the initiative and its metric.describe the initiative and its metric.

Customer PerspectiveCustomer Perspective

Discovery/Data Collection: Discovery/Data Collection: Thriving organizations create Thriving organizations create and maintain exceptional levels of customer loyalty. and maintain exceptional levels of customer loyalty. Loyal customers are great customers. Customer loyalty Loyal customers are great customers. Customer loyalty is earned, we earn it by listening to what customers is earned, we earn it by listening to what customers want, and exceeding their expectations. Describe a time want, and exceeding their expectations. Describe a time time when you were a customer and an organization time when you were a customer and an organization exceeded your expectations. exceeded your expectations.

Dream/Targets:Dream/Targets: It is now 2017 and you are integrally It is now 2017 and you are integrally involved in creating customer loyalty from the customer’s involved in creating customer loyalty from the customer’s perspective. What is does your most loyal customer perspective. What is does your most loyal customer look like, how was loyalty earned, and how have you look like, how was loyalty earned, and how have you measured this success through the past 10 years.measured this success through the past 10 years.

Customer PerspectiveCustomer Perspective

Design/Objective:Design/Objective: You have peeked into the You have peeked into the future and tasted success. Describe in rich future and tasted success. Describe in rich detail the purpose for pursuing the detail the purpose for pursuing the dream/targetsdream/targets and define the purpose as a and define the purpose as a narrative and measurable objective.narrative and measurable objective.

Destiny/Metrics Driven InitiativeDestiny/Metrics Driven Initiative:: Looking at Looking at the customer perspective in your organization, the customer perspective in your organization, create one initiative that brings you toward the create one initiative that brings you toward the dream/targetsdream/targets. Richly describe the initiative . Richly describe the initiative and its metric.and its metric.

Financial PerspectiveFinancial Perspective

Discovery/Data Collection: Discovery/Data Collection: Financial responsibility Financial responsibility is good business, and it is everyone’s business. is good business, and it is everyone’s business. Describe a time when you exhibited a clear sense Describe a time when you exhibited a clear sense of financial responsibility and the metric used to of financial responsibility and the metric used to measure success.measure success.

Dream/Targets:Dream/Targets: It is now 2017 and you have been It is now 2017 and you have been integrally involved in the financial perspective integrally involved in the financial perspective creating a sustainable financial business model creating a sustainable financial business model for your organization. Describe the financial for your organization. Describe the financial model and its metrics.model and its metrics.

Financial PerspectiveFinancial Perspective

Design/Objective:Design/Objective: You have peeked into the future You have peeked into the future and tasted success. Describe in rich detail the and tasted success. Describe in rich detail the purpose for pursuing the purpose for pursuing the dream/targetsdream/targets and and define the purpose as a narrative and define the purpose as a narrative and measurable objective.measurable objective.

Destiny/Metrics Driven InitiativeDestiny/Metrics Driven Initiative:: Looking at the Looking at the financial perspective in your organization, create financial perspective in your organization, create one initiative that brings you toward the one initiative that brings you toward the dream/targetsdream/targets. Richly describe this initiative and . Richly describe this initiative and its metric.its metric.

Synthesizing Our DiscoverySynthesizing Our DiscoveryWorking within your balanced scorecard Working within your balanced scorecard

perspective group, on the flipchart paper perspective group, on the flipchart paper provided, take the rich information from the the provided, take the rich information from the the one-on-one interviews and creatively describe:one-on-one interviews and creatively describe:

►► ObjectivesObjectives ►► MMeasureseasures

►► TTargetsargets►► IInitiatives nitiatives

that reflect when the balanced scorecard that reflect when the balanced scorecard perspective is at its ‘BEST’.perspective is at its ‘BEST’.

Continuing the JourneyContinuing the Journey Building Blocks for Success Building Blocks for Success

►► Combine the four perspectives.Combine the four perspectives.

►► Holistically engage all voices to lookHolistically engage all voices to lookat what holds value for the organization,at what holds value for the organization,and review matrices for congruency to theand review matrices for congruency to thevision and strategy.vision and strategy.

►► Create cross-functional work teams Create cross-functional work teams focused on successful outcomes in each focused on successful outcomes in each

of of the four perspectives.the four perspectives.

““Few factors are as Few factors are as important to the performance of important to the performance of

organizations as measurement.” organizations as measurement.” P. DruckerP. Drucker

Contact Us and Let the Journey BeginContact Us and Let the Journey Begin

““Whatever you can do or Whatever you can do or

dream you can, begin it. dream you can, begin it.

Boldness has genius, power, Boldness has genius, power,

and magic in it.” and magic in it.” GoetheGoethe

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19 - Meeks - Improbable Pairs