"Profound change in the competitive environment has produced a Cambrian explosion of new organizational forms, institutional relationships, and value creating possibilities."
The transformation from the industrial age to the information age or knowledge society represents a time of great change for business organizations. Service industries gain more an more important and the ascendancy of Intellectual Capital as the distinguishing factor of production is driving corporate strategies. The declining importance of physical assets as well as the quest for shareholder value have made a performance evaluation of companies solely based on physical assets inadequate. For information age companies it becomes crucial to value performance beyond quantitative measures. The Balanced Scorecard is a performance management and measurement system that in addition to the traditional Financial Perspective measures performance from the Customer Perspective, the Internal Business Process Perspective, and from the Learning and Growth Perspective thereby providing the possibility to navigate businesses in a competitive environment that is growing more and more complex. The aim of the thesis is to illustrate how a Balanced Scorecard can be used as a strategic management system that places a focus on IC and its measurement. Furthermore, it will be analyzed how information technology can be used to facilitate a Balanced Scorecard and its implementation. The thesis begins with an introduction to strategic management focusing on the changes in the competitive environment leading on to the concept of Intellectual Capital which will be explained in detail. A case study about Skandia a Swedish financial services company will the basis for the Balanced Scorecard as their "Skandia Navigator" was one of the first scorecard systems in practice. Thereafter an evaluation will be conducted how the Deutsche Bank product NetFicient can be used to support a Balanced Scorecard. Finally, fully automated Balanced Scorecard solutions will be assessed and compared with NetFicient.
So far it is it is difficult to provide a complete evaluation of the Balanced Scorecard framework as the concept is fairly new and little empirical evidence can be presented regarding the conduction of day-to-to business with the Balanced Scorecard. However, first experiences show that implementing a Balanced Scorecards leads to results that are "nothing short of phenomenal".