I gave this presentation to some Masters students at the University of Northampton in Jan 2006. I was permitted to present a live example of the balanced scorecard being applied in a non-profit environment (Northamptonshire Fire & Rescue Service).

1. Northamptonshire Fire and Rescue Service The role of the Balanced Scorecard framework in the strategic planning of our Fire Authority Gemma Blezard Database/GIS Systems Administrator NFRS Planning and Performance

4. Customers Processes People and Learning Finance and Resources Actions/Issues that directly impact on customers and are measured from their point of view How we do things, refinement of old ways and invention of new ways The skills we require, the attitudes we need to adopt, the training we need to undertake Financial goals linked to customer goals – deals with budgets, income, expenditure and movements in funding