EXECUTING STRATEGY USING THE BALANCED SCORECARD

The San Francisco Public Utilities Commission (SFPUC) is a utility that provides drinking water to 2.4 million customers, treats wastewater and generates hydroelectric power. The SFPUC recently initiated the Balanced Scorecard—a management system that combines planning and management efforts into one, with the focus on implementation.The Balanced Scorecard process enables staff to focus on the key actions that contribute to the overall SFPUC strategy. The benefits of this process include creating strategies that balance short-term actions and performance against the processes and innovation needed to enhance performance in the future. The process translates SFPUC strategies into clear and concise operational terms that can be understood by all levels of employees within the organization.