Rockwater, a wholly owned subsidiary of Brown & Bread, a global engineering and construction company, is a worldwide leader in underwater engineering and construction. Norman Chambers, hired as CEO in late 2019, knew that the industrys competitive world had changed dramatically. In the 1990s, we were a bunch of guys in wet suits diving off barges into the North Sea with burning torches, Chambers said. But competition in the subsea contracting business had become keener in the 2000s, and many smaller companies left the industry. In addition, the focus of competition had shifted. Several leading oil companies wanted to develop long-term partnerships with their suppliers rather than choose suppliers based on low-price competition.

With his senior management team, Chambers developed a vision: As our customers preferred provider, we shall be the industry leader in providing the highest standards of safety and quality to our clients. He also developed a strategy to implement the vision. The five elements of that strategy were: services that surpass customers expectations and needs; high levels of customer satisfaction; continuous improvement of safety, equipment reliability, responsiveness, and cost effectiveness; high-quality employees; and realization of shareholder expectations. Those elements were in turn developed into strategic objectives. If, however, the strategic objectives were to create value for the company, they had to be translated into tangible goals and actions.

Rockwaters senior management team transformed its vision and strategy into the balanced scorecards four sets of performance measures. One perspective included three measures of importance to the shareholder. Return-on-capital-employed and cash flow reflected preferences for short-term results, while forecast reliability signaled the corporate parents desire to reduce the historical uncertainty caused by unexpected variations in performance. Rockwater management added two financial measures. Project profitability provided focus on the project as the basic unit for planning and control, and sales backlog helped reduce uncertainty of performance. Rockwater wanted to recognize the distinction between its two types of customers: Tier I customers, oil companies that wanted a high value-added relationship, and Tier II customers, those that chose suppliers solely on the basis of price. A price index, incorporating the best available intelligence on competitive position, was included to ensure that Rockwater could still retain Tier II customers business when required by competitive conditions. The companys strategy, however, was to emphasize value-based business. An independent organization conducted an annual survey to rank customers perceptions of Rockwaters services compared to those of its competitors. In addition, Tier I customers were asked to supply monthly satisfaction and performance ratings. Rockwater executives felt that implementing these ratings gave them a direct tie to their customers and a level of market feedback unsurpassed in most industries. Finally, market share by key accounts provided objective evidence that improvements in customer satisfaction were being translated into tangible benefits. From another perspective, Rockwater executives defined the life cycle of a project from launch (when a customer need was recognized) to completion (when the customer need had been satisfied). Measures were formulated for each of the five business-process phases in this project cycle: Identify: number of hours spent with prospects discussing new work; Win: tender success rate; Prepare and Deliver: project performance effectiveness index, safety/loss control, rework; and Closeout: length of project closeout cycle. Formerly, the company stressed performance for each functional department. The new focus emphasized measures that integrated key business processes.

The balanced scorecard has helped Rockwaters management emphasize a process view of operations, motivate its employees, and incorporate client feedback into its operations. It developed a consensus on the necessity of creating partnerships with key customers, the importance of order-of-magnitude reductions in safety related incidents, and the need for improved management at every phase of multiyear projects. Chambers sees the scorecard as an invaluable tool to help his company ultimately achieve its mission: to be number one in the industry.

Required:

1. According to Kaplan and Norton, what characteristics/features make the balanced scorecard so special for its worldwide adoption?

2. Outline the five-pronged strategy crafted by Rockwater in developing the scorecard. Using the balanced scorecard (tabular format), translate Rockwaters strategy into tangible goals and actions.

3.Outline the importance of the balance score card to Rockwaters.

4. What factors aided Rockwater in its smooth switch to the balanced Score card? How beneficial can the scorecard be to UPSA Graduate School