Case | HBS Case Collection | June 2001 (Revised October 2001)

Verizon Communications, Inc.: Implementing a Human Resources Balanced Scorecard

by Srikant M. Datar, Marc J. Epstein and Jeremy Cott

Abstract

In early 2000, Verizon Communications implemented a Human Resources Balanced Scorecard to evaluate the effectiveness of and payoffs from human resource management. This case describes the benefits of the scorecard and the challenges of measurement and implementation. Teaching Purpose: To help students understand: 1) how to implement a Balanced Scorecard, 2) how to measure and improve the effectiveness of support functions, and 3) how to link nonfinancial measures to financial measures of support functions when financial benefits are difficult to quantify.

Keywords: Balanced Scorecard; Human Resources; Telecommunications Industry;

Citation:

Datar, Srikant M., Marc J. Epstein, and Jeremy Cott. "Verizon Communications, Inc.: Implementing a Human Resources Balanced Scorecard." Harvard Business School Case 101-102, June 2001. (Revised October 2001.)