The Balanced Scorecard

The balance Scorecard

Sarah Coulibaly

AMBA 630

Professors Little and Riley

June 12, 2011

Executive Summary

I have worked for the World Bank Group during the summer of 2008 as a temporary assistant in the North Africa unit of Middle East and North Africa (MENA) department. The main goals of the World Bank are to reduce worldwide poverty and to help people help themselves and their environment by providing resources, sharing knowledge, building capacity and forging partnerships in the public and private sectors (About us, 2010). MNC01, the unit I used to work for is in charge of Morocco, Algeria, Tunisia and Malta. Since the objectives of MNC01 differ according to each country, the balanced scorecard only focuses on the unit’s objectives for Morocco. The development of Morocco’s objectives is based on four perspectives which are: mission accomplishment, customer, organizational learning, and operational learning. Firstly, the mission of MNC01 in Morocco is to provide financial and technical assistance in order to help the Moroccan government build the country therefore, I have used the amount of loans made to Morocco by the world bank as means of measurement of MNC01’s mission accomplishment in the country. Secondly, the Moroccan people and government which are the customers expect the World Bank to help them improve their country as a result; I have used the country’s data and statistics as indicators of the customer satisfaction with the Bank’s services. Thirdly, I have used data that measures the effectiveness of the Bank’s projects in Morocco in order to evaluate organizational learning. Finally, I have used the costs of the Bank’s projects in Morocco to measure operational efficiency.

Introduction

Kaplan & Norton (1996) assert that, the balanced scorecard is a performance measurement system which “enables company to track financial results while simultaneously monitoring progress in building the capabilities and acquiring the...