Enhancing strategy design and planning in public utilities through “dynamic” balanced scorecards: insights from a project in a city water company
Article first published online: 25 JUL 2008
Copyright © 2008 John Wiley & Sons, Ltd.
System Dynamics Review
Volume 24, Issue 2, pages 175–213, Summer 2008
How to Cite
Bianchi, C. and Montemaggiore, G. B. (2008), Enhancing strategy design and planning in public utilities through “dynamic” balanced scorecards: insights from a project in a city water company. Syst. Dyn. Rev., 24: 175–213. doi: 10.1002/sdr.395
- Issue published online: 25 JUL 2008
- Article first published online: 25 JUL 2008
- Manuscript Accepted: JAN 2008
- Manuscript Received: APR 2007
In the last decade there has been an increasing effort to provide public utilities managers with planning and control tools, to take into account not only operational but also strategic issues. Among them are customer satisfaction, internal business process efficiency, business image, and bargaining power against other counterparts (e.g., the municipal administration). Often, however, such an effort has been oriented to generate a large volume of data, focused only on financial indicators and on a static view of the relevant system. This paper shows how the use of “dynamic” balanced scorecards can significantly improve the planning process in a strategic learning perspective. Insights from a project in a municipal water company are analysed and discussed. Copyright © 2008 John Wiley & Sons, Ltd.