Choose the Right Measures, Drive the Right Strategy

Dennis  Campbell

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Article | Balanced Scorecard Report | May – June 2006

Choose the Right Measures, Drive the Right Strategy

by Dennis Campbell

Abstract

Metrics overload is a common problem that can have serious consequences: Specifically, it can make it difficult for employees to see what actions they should take to execute strategic objectives. Having too many metrics dilutes the focus and invariably means many are irrelevant. Here, accounting and performance measurement expert Dennis Campbell traces a major Canadian bank's experience in overhauling its customer satisfaction metrics to make them meaningful--and actionable--to frontline employees.

Keywords: Measurement and Metrics; Strategy; Employees; Customer Satisfaction;

Format: Print

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Citation:

Campbell, Dennis. "Choose the Right Measures, Drive the Right Strategy." Balanced Scorecard Report (May–June 2006).

About the Author

Dennis Campbell

Dwight P. Robinson, Jr. Professor of Business Administration

Accounting and Management

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Case | HBS Case Collection | September 2020

PDS: Ring-Fencing the Ranch

Dennis Campbell, Tarun Khanna and Kerry Herman

Pallak Seth, Group CEO of PDS Multinational Fashions, is contemplating options to bring better collaboration across his global apparel supply chain platform. PDS, a group of 50-plus subsidiary companies, each led by its own CEO and with different apparel industry specialties, has grown rapidly over the past decade, yet the industry is increasingly competitive and challenges remain constant. Looking for ways to reach the Group’s 2023 goals of $2 billion in revenue, Seth and his executive board are considering two ways to increase collaboration and reward performance: a joint P&L approach, to drive partnerships across the subsidiaries, and an employee stock option plan, to unlock value across the Group.

Keywords: collaboration; Supply Chain Management; Apparel and Accessories Industry;

Citation:
Campbell, Dennis, Tarun Khanna, and Kerry Herman. "PDS: Ring-Fencing the Ranch." Harvard Business School Case 721-361, September 2020. View Details

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Case | HBS Case Collection | January 2020 (Revised June 2020)

Handelsbanken: Going Digital

Dennis W. Campbell and Kerry Herman

Citation:
Campbell, Dennis W., and Kerry Herman. "Handelsbanken: Going Digital." Harvard Business School Case 120-049, January 2020. (Revised June 2020.) View Details

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Technical Note | HBS Case Collection | October 2019 (Revised March 2020)

Banking in the Nordic Context: 2019

Dennis Campbell, Kerry Herman and Annelena Lobb

Citation:
Campbell, Dennis, Kerry Herman, and Annelena Lobb. "Banking in the Nordic Context: 2019." Harvard Business School Technical Note 120-052, October 2019. (Revised March 2020.) View Details

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Choose the Right Measures, Drive the Right Strategy

Abstract

Citation:

About the Author

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