ABSTRACT
This chapter explores ten areas where, with careful consideration, management can address and improve organizational performance. Balanced scorecards and strategy maps are used as the primary approach for reviewing these performance measurement issues within non-profit organizations. Performance management is becoming ever more important as organizations are required to benchmark against their peers and compete for renewable contracts. Moreover, the balanced scorecard also provides transparency and evidence of continuous improvement, which is becoming increasingly important for funders and commissioning agents. Transparency is about sharing detailed performance information with many stakeholders. Scorecards should be designed to reflect the value stream across multiple organizations of key customers and stakeholders. Focusing on the value stream across stakeholder organizations identifies the shared objectives those which are either mandatory or contributory for each organization across the value stream. Nonprofit scorecards can have as many as a third of all key performance indicators (KPIs) being externally driven by regulators, funders and other stakeholders.
