KPI Scorecard Template (Balanced Scorecard)
Strategic objectives, KPIs in four balanced scorecard perspectives, baseline, target, progress and RAG, definitions, perspective summary, actions, trend
사용법: Use it when you report a small set of KPIs to leadership each period. Fill the strategic objectives and the KPI definitions first, and fix baselines, targets and RAG thresholds before the period starts. The main pitfall is changing a definition or target mid-period without logging it.
미리보기
KPI Scorecard: [Organisation or unit], [Period]
A one-page set of key performance indicators, grouped into balanced scorecard perspectives, with a clear definition, baseline, target, owner and status for each. The four perspectives (financial, customer, internal business process, and learning and growth) follow the balanced scorecard concept of Robert S. Kaplan and David P. Norton, introduced in Harvard Business Review (January to February 1992), where the fourth perspective was called innovation and learning; their later work names it learning and growth. Replace every
[bracketed]value and every row marked Example.
Document control
| Field | Value |
|---|---|
| Document ID | [KPI-YYYY-QN] |
| Organisation or unit | [Name] |
| Reporting period | [YYYY-QN or month] |
| Data cut-off | YYYY-MM-DD |
| Version | [1.0] |
| Status | [Draft / Reviewed / Approved] |
| Owner | [@owner] |
| Approver | [@executive-sponsor] |
| Last updated | YYYY-MM-DD |
| Classification | [Internal / Confidential] |
Revision history
| Version | Date | Author | Change |
|---|---|---|---|
| 1.0 | YYYY-MM-DD | [@author] | Scorecard for the period |
| 1.1 (Example) | YYYY-MM-DD | [@author] | Corrected C1 after late visit data |
The worked example is Glenvarrow Home Care, a fictional provider of care visits to older people living at home, reporting one quarter.
1. Strategy and objectives
| ID | Objective | Perspective |
|---|---|---|
| OBJ-1 | [Objective] | [Perspective] |
| OBJ-1 (Example) | Reach a sustainable operating margin | Financial |
| OBJ-2 (Example) | Clients and families trust the service | Customer |
| OBJ-3 (Example) | Every planned visit happens, safely | Internal process |
| OBJ-4 (Example) | A stable, skilled care workforce | Learning and growth |
2. Scorecard
| ID | KPI | Objective | Dir. | Baseline | Target | Actual | Progress | Status | Owner |
|---|---|---|---|---|---|---|---|---|---|
| [ID] | [KPI] | [OBJ-n] | [Up / Down] | [Value] | [Value] | [Value] | [%] | [G / A / R] | [@owner] |
| F1 (Example) | Operating margin (%) | OBJ-1 | Up | 4.0 | 6.0 | 5.1 | 55.0% | Amber | [@finance] |
| F2 (Example) | Days sales outstanding | OBJ-1 | Down | 48 | 40 | 44 | 50.0% | Amber | [@finance] |
| C1 (Example) | Visits starting within 15 minutes of plan (%) | OBJ-2 | Up | 88.0 | 95.0 | 91.4 | 48.6% | Red | [@operations] |
| C2 (Example) | Client satisfaction score (1 to 10) | OBJ-2 | Up | 7.6 | 8.5 | 8.3 | 77.8% | Green | [@quality] |
| P1 (Example) | Missed visits per 1,000 planned | OBJ-3 | Down | 6.0 | 2.0 | 3.5 | 62.5% | Amber | [@operations] |
| P2 (Example) | Care plans reviewed on time (%) | OBJ-3 | Up | 72 | 95 | 90 | 78.3% | Green | [@quality] |
| L1 (Example) | Care staff turnover, annualised (%) | OBJ-4 | Down | 38 | 28 | 33 | 50.0% | Amber | [@people] |
| L2 (Example) | Staff with current refresher training (%) | OBJ-4 | Up | 61 | 90 | 84 | 79.3% | Green | [@people] |
Example calculation: C1 progress is (91.4 - 88.0) / (95.0 - 88.0) = 3.4 / 7.0 = 48.6%. P1 progress is (3.5 - 6.0) / (2.0 - 6.0) = -2.5 / -4.0 = 62.5%.
3. KPI definitions
| ID | Formula | Data source | Exclusions | Frequency |
|---|---|---|---|---|
| [ID] | [Numerator / denominator] | [System or report] | [What is left out] | [Monthly / Quarterly] |
| C1 (Example) | Visits started within 15 minutes of planned time / all completed visits | Electronic visit check-in log | Visits rescheduled at client request | Monthly |
| P1 (Example) | Planned visits not delivered / planned visits x 1,000 | Rostering system | Visits cancelled by client 24 hours ahead | Monthly |
| L1 (Example) | Leavers in period / average headcount x (12 / months in period) x 100 | HR system | Fixed-term contracts that ended as planned | Quarterly |
4. Perspective summary
| Perspective | Weight | KPIs | Average progress | Status |
|---|---|---|---|---|
| [Perspective] | [%] | [IDs] | [%] | [G / A / R] |
| Financial (Example) | 25% | F1, F2 | 52.5% | Amber |
| Customer (Example) | 25% | C1, C2 | 63.2% | Amber |
| Internal process (Example) | 25% | P1, P2 | 70.4% | Amber |
| Learning and growth (Example) | 25% | L1, L2 | 64.7% | Amber |
| Overall (Example) | 100% | 8 KPIs | 62.7% | Amber |
An overall score hides detail: a Red KPI (C1 in the example) needs a response even when the overall status is Amber.
5. Commentary and actions
| KPI | Cause | Action | Owner | Due |
|---|---|---|---|---|
| [ID] | [Cause] | [Action] | [@owner] | YYYY-MM-DD |
| C1 (Example) | Travel time between visits underestimated in two rural areas | Re-plan rural rounds with real travel times, run a root cause analysis on late starts | [@operations] | YYYY-MM-DD |
| L1 (Example) | Leavers cite unpredictable rotas | Publish rotas four weeks ahead | [@people] | YYYY-MM-DD |
6. Trend
| KPI | [Period -3] | [Period -2] | [Period -1] | [This period] |
|---|---|---|---|---|
| C1 (Example) | 88.0 | 89.2 | 90.1 | 91.4 |
| L1 (Example) | 38 | 36 | 35 | 33 |
7. Changes to definitions and targets
| Date | KPI | Change | Reason | Approved by |
|---|---|---|---|---|
| YYYY-MM-DD | [ID] | [Change] | [Reason] | [@approver] |
8. Related templates
- Metric definition for the full definition of each governed KPI
- OKR for quarterly goals that move these KPIs
- Dashboard specification to build the live view
- Root cause analysis for Red KPIs
- KRI framework specification for risk indicators, which complement performance indicators
Glossary
- KPI: key performance indicator, a measure tied to a strategic objective.
- Perspective: one of the four balanced scorecard groups of objectives.
- Baseline: the reference value fixed when the target was set, used to measure progress. Keep it unchanged for the life of the target.
- Progress: the share of the gap between baseline and target that has been closed.
Standard and licence note
Structure aligned with the balanced scorecard concept introduced by Robert S. Kaplan and David P. Norton in "The Balanced Scorecard: Measures That Drive Performance", Harvard Business Review, January to February 1992 (https://hbr.org/1992/01/the-balanced-scorecard-measures-that-drive-performance-2). The perspective names are cited (the 1992 article names the fourth perspective innovation and learning; Kaplan and Norton's 1996 book, The Balanced Scorecard, Harvard Business School Press, uses learning and growth); the progress formula, status thresholds, section text and fictional Glenvarrow example are original and are one possible method, not part of the published concept. Check current practice in your sector before use. Template licence: MIT.
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