Case Study 3: Crosshouse
This case study looks at the Balanced Scorecard implementation experiences of a European multi-national FMCG business. The company set out to introduce a Balanced Scorecard-based strategic management system: its aim was to become more competitive by being highly effective at implementing its chosen (complex) strategy. The programme was very ambitious, and demanded innovative development of the original Balanced Scorecard concept - eventually leading to insights that caused fundamental changes in best-practice Balanced Scorecard design methods. The project pioneered the use of Balanced Scorecard as a strategy implementation tool in large / multinational / multibusiness organisations, generating new insights into how to implement Balanced Scorecard for strategic control purposes and advancing both theory and practical understanding of how Balanced Scorecard works.
This case study looks at these benefits, and notes elements of the project that could have been done better.