Public Sector: Balanced Scorecard

Development Investments . This category could include such metrics as the cost of leadership development provided by a private vendor

Cost of Outsourced Services . This category could include such metrics as the cost of utilizing private vendors to conduct background checks on new employees and the cost of using executive search firms to fill key vacancies

Customer Indicators

Customer Satisfaction . This category such metrics as number of complaints d by members of the public . Measures on a seven-point scale through mailed survey to customers

Utilization of Online Resources . This category

could include such metrics as hits ' DMHR Intranet and rate of response to surveys of state employees

Internal Process Indicators

Vacancy Cycle . This category includes time to fill vacancies , and reflects the successful elimination of redundant or unnecessary steps and revision of inefficient ones

Performance Appraisal . This category includes on-time delivery of performance reviews , as well as metrics related to management of focus periods for problem employees

Onboarding . This category could include such metrics as attendance rates and hours spent in onboarding activities

Innovation and Learning for Employees Indicators

Training Quality . This category could include such metrics as mastery of concepts , quantitative results obtained through application of classroom learning , and participant views on the overall value of the learning

Accuracy of Project Plans . This category could include such metrics as gaps between projected and actual timelines , or the percentage of anticipated results that were obtained

Potential Weaknesses of BSC Metrics for DHRMs

The impact of implementing a BCS approach in a state DHRM may be severely limited by factors inherent to the mandate of the department - factors that have caused the public sector literature to define management of such departments as impossible jobs (Moynihan , 2005

Certainly there is evidence that in the some public sector organizations , little benefit is actually derived...