Application of Balance Scorecard in Strategy Implementation at Kenya Bureau of Standards

Abstract

The purpose of this study was to determine how Kenya Bureau of Standards was applying the balanced scorecard in strategy implementation and also challenges faced. The study was guided by Open system theory and Resource Based View theory. The research was mainly qualitative in and adopted a case study research design. Data collection was done by conducting an interview session with Kenya Bureau of Standard employees through an in depth interview session. Majority of the interviewees indicated they learnt of balance scored card through management, balance scorecard champions consultants. The results indicated that the KEBS choose to implement balance score card through aligning all its strategic objectivities to balance score card perspective of financial and non-financial perspectives. The participants indicated that the objectives and targets should be clear at organization and sections level and properly cascaded to individual level. The results further, showed that the application of balanced scorecard during strategy implementation helped KEBS to clearly define its vision, mission, goals, objective and company measures in vital and important areas such as customer satisfaction, internal business process, financial, learning, growth and innovation. The study revealed that in order to achieve effective strategy implementation, KEBS has to address challenges such as inadequate training, lack of clear understanding of BSC in some levels, lack of objectivity when addressing employee performance and rewards, lack uniformity in appraisal, lack of clear evaluation performance policies, resistance to change and lack of adequate managerial support in the implementation of strategic plan. They should also formulate policies to mitigate the challenges. From the findings, it can be concluded that the balance score card has a positive influence on the strategy implementation at Kenya Bureau of Standards. BSC also enables the organization to clearly clarify their strategy strategic objective and translating them into action. It also provides feedback to the organization on the performance of their internal business processes which enables to improve the strategy implementation in their operations. The results also suggest that balance score card should be aligned to the organization strategic goals with those of the employees in order to realize successful strategy implementation.