This case study looks at the experiences of a medium sized UK Government Agency in creating a Balanced Scorecard based strategic performance management system. After a first attempt that was considered to be largely a failure after just one year of use, the case looks at how its second attempt was much more successful. The main differences between the two was a change in design approach - in the second attempt the Agency adopted a 3rd Generation Balanced Scorecard format and design method: the case usefully illustrates some of the advantages of the more advanced 3rd Generation design approach.
