©2000, 6" x 9" hardcover, 235 pages
ISBN 978-1-56726-096-0
Product code: B969

Balanced Measures for Strategic Planning: A Public Sector Handbook

By: Kathleen E. Monahan

Based on the NPR Best Practices Report on Balancing Measures study, this groundbreaking book expands on practices and maps out how to use them to improve strategic planning.

Achieve balance and buy-in! Balanced Measures for Strategic Planning shows you how to:

• Define customers, stakeholders, and your value chain
• Gather input – and allies
• Measure team and individual performance
• Communicate internally and externally
• Create cascading performance management

With increased emphasis on performance measures, the public sector is seeking a new strategic planning approach. Balanced Measures for Strategic Planning: A Public Sector Handbook translates today's best approaches into action steps for meeting your mission through just the right balance of customer expectations, employee needs, and fiscal responsibilities.

With Balanced Measures for Strategic Planning, you can turn the right measures of ...

• Customer/stakeholder satisfaction
• Employee learning and growth
• Financial management
• Mission achievements

… into:

• Leadership skills
• Systems
• Communication
• Management tactics
• Management for results
• Budgets that buy you success

Table of Contents

Introduction to Using a Balanced Approach in the Public Sector
History of Strategic Planning in the Public Sector * History of the Balanced Approach * Application of a Balanced Approach to the Public Sector * Why a Balanced Approach Works

Determining Public Value: Meeting Public Governance and Client Responsibilities
The Difference Between a Customer and a Stakeholder * The Value Chain * The Consultation Process * Identifying Your Customer and Stakeholder * Why Regulatory and Enforcement * Agencies Are (and Are Not) Different * Case Study #1: State of Iowa * Case Study #2: Bureau of Land Management * Case Study #3: City of Coral Springs, Florida * Case Study #4: Natural Resources of Canada

Organizing Your Consultation: Assessing Current Reality and Planning for the Future
The Strategic Planning Process * Formulating the Mission Statement * Focus Groups * Workshops/Retreats * Brainstorming * SWOT Assessments * A Word about Putting It All Together * Case Study #1: U.S. Postal Service * Case Study #2: State of Texas * Case Study #3: City of Phoenix, Arizona

Consultation at Its Best: Involving Everyone in the Process
Listening to Your Customers and Stakeholders * Consulting with Legislative Bodies * Listening to Your Employees * Partnering with Unions * Case Study 31: Social Security Administration * Case Study #2: City of Austin, Texas * Case Study #3: County of Fairfax, Virginia

The Need to Communicate
Developing a Communications Strategy * Changing the Management Style through Communication * Performance by the Organization, Teams, and the Individual * Town Halls and Other Meeting Alternatives * Communicating Internally and Externally, and Where to Differentiate * The Need for Honesty in Establishing Public Trust * Case Study #1: Internal Revenue Service * Case Study #2: City of Charlotte, North Carolina * Case Study #3: Commonwealth of Virginia

Leading the Public Sector Organization in a Changing World
Sharing the Leadership Role * The Leader as Educator * The Leader as Architect * The Leader as Caretaker * Establishing Strong Performance Management Principles * Case Study #1: Veterans Benefits Administration * Case Study #2: St. Lawrence Seaway Management Corporation * Case Study #3: Florida Department of Environmental Protection

Making It All Work: Building a Strategic Framework
Linking Your Plan to Day-to-Day Operations * Linking Your Plan to the Business Plan * Linking Your Plan to the Data Systems * Linking Your Plan to the Budget Process * Creating a Strategic Management Framework * Case Study #1: United States Coast Guard * Case Study #2: Department of Housing and Urban Development

About the Author

Kathleen E. Monahan served as Project Leader for NPR's Best Practices Report on Balancing Measures. Currently serving in the Office of Policy and Planning at the Immigration and Naturalization Service in the Department of Justice, Ms. Monahan draws on more than 17 years experience working with the Federal Government and helping agencies address performance-related issues.