平衡记分卡应用案例-Balanced Scorecard Cs.pdf

1? BUSINESS INTELLIGENCE 1999 BUILDING AND IMPLEMENTING A BALANCED SCORECARD CASE STUDY: UNUM CORPORATION Summary Disability and special risk insurer UNUM Corporation has used a balanced scorecard to drive the company towards its strategic vision. Crucially, the five-year scorecard was devised to meet specific performance targets to the year 1998. A near-obsessive focus on internal communications and an innovative compensation scheme have proved intrinsic to the company’s success. Introduction Headquartered in Portland, Maine, USA, UNUM Corporation provides dis- ability and special risk insurance solutions to individuals and businesses. UNUM (which means ‘one’ in Latin) has about 7200 employees and opera- tions in the US, Canada, the UK, the Pacific Rim, Europe, Bermuda and Latin America. Reporting total revenues of $4,076,700 in 1997 and net income of $370.3 mil- lion, the company’s subsidiaries include UNUM Life Insurance Company of America, First UNUM Life Insurance Company; Commercial Life Insurance Company; Duncanson Holt, Inc; Colonial Companies, Inc and Colonial Life Accident Insurance Company. ‘61592’ Corporate Goal Founded in 1848 with the principle to ‘find a better way’ UNUM was listed on the New York Stock Exchange in November 1986. At that time the company, under the direction of chairman and chief executive James Orr III, set its first corporate-wide goal, articulated as 61592 - to earn six dollars a share with 15 per cent return on equity by 1992. This was achieved one year ahead of sched- ule, largely because, as Eileen Farrar, vice president, human resources, states, “We have a highly committed and motivated workforce who saw the 61592 goal as a powerful rallying point.” Setting ‘Balanced’ Goals With the goal achieved, and recognizing the power of goals as mechanisms for breakthrough performance improvement, James Orr and his team set out to 2 ? BUSINESS INTELLIGENCE 1999 Bui ld ing and Implement ing a Balanced Scorecard develop new goals for th