2. Identify Business Objectives
The second step of our 5 step process focuses on linking the overall
business objectives and desired business results with the design of the
physical environment. This step of the process will answer the following
- "How can we prove that the work environment will stimulate
- "How do we isolate the workplace redesign
improving productivity from other factors such as salary levels, or who
the boss is?"
- "The reengineering movement of the 1990's made all kinds of
claims of productivity increases. Yet, reengineering has failed to deliver
the promised profit increases. How can we avoid those pitfalls with
To answer these questions, PdK Consulting has developed a powerful 5
step methodology. In the first step, (Workplace Performance
PdK Consulting interviews top management and uses a customized version of
"The Balanced Scorecard", to identify WHICH workgroup(s) are
critical to corporate success, and HOW they relate to the overall
corporate goals and strategies.
In the second step of the process, Identification of Business
Objectives, PdK Consulting goes into a much more detailed analysis
leading to the identification of several hundred specific Business Objectives and Performance
Drivers for the workgroup(s) that will
stimulate the creation of new
processes for continual improvement, the development of new workplace
designs, and the employment of new technologies - all
leading to increased performance and profits.
Accounting methods only provide a partial view of corporate
The process followed during the Identification of Business
Objectives is adapted from the powerful "Balanced Scorecard."
tool designed by Norton & Kaplan
to measure corporate performance.
Norton and Kaplan observed that total performance measurement must contain
- Financial perspective: measured by return on investment &
economic value-added (EVA)
- Customer perspective: measured by satisfaction, retention, market,
and account share
- Internal Processes perspective: measured by quality, response time,
cost, new introduction
- Learning & Growth perspective: measured by employee satisfaction
and Information Systems availability
PdK Consulting has further refined the Balanced Scorecard through the
principle of "disaggregation". Into three dimensions:
- objectives that are strategic in nature,
- objectives that are
workplace driven, and
- objectives that support the individual worker.
PdK Consulting leads key members of the chosen workgroup(s) in the
identification of the specific outcomes or results that characterize the
workgroup Business Objectives for each of the Balanced Scorecard
perspectives (Financial, Customer, Internal Process, Learning &
Growth) and of the three performance dimensions (strategic, workplace,
The 4 perspectives of the Balanced Scorecard and the 3 performance dimensions
of the disaggregation principle result in the identification of 12 classes of objectives. Within
each workgroup, team members further identifies the leading indicators that
are the key performance drivers contributing to the occurrence of each
outcome of each of the four perspective and the three performance
A clear understanding of the performance drivers will enable PdK
Consulting and the team members to develop new processes for continual
effectiveness improvement and new workspace alternatives that support
these new processes. It will also enable management to employ the
technologies that enable the various workgroups to harmoniously and
effectively contribute to the workgroup business results.
For each of the chosen workgroups, a Design Session augmented with
individual interviews with key selected individuals will expand the
Balanced Scorecard model developed with senior management during the 1st
Step: "Workplace Performance Diagnostic". The purpose of these
sessions is to identify specific performance drivers for the workgroup
which cause the Balanced Scorecard's outcomes to be met. For each
potential outcome, each team member will identify four or five essential
measures (performance drivers) and establish probable causal effects to
the outcomes of the Balanced Scorecard.
PdK collects the resulting outcomes and drivers from each
team member. With 15 to 20 participants each contributing 2 or 3
objectives and 4 or 5 drivers of each objective, the resulting aggregates
table might contain as many as 400 objectives and 1,200 performance
drivers. PdK analyzes this data by checking for redundancy,
testing the causality of drivers to objectives, and other data analysis
tasks. The reduced table typically will contain 40 to 60 objectives and
150 to 200 performance drivers.
This table will:
- Guide the process of establishing the Baseline
Performance Measurement of Step 3.
- Provide a clear understanding of the
performance drivers that will achieve the desired productivity
- Enable the development of new processes for continual
effectiveness improvements in workplace productivity.
development of new workspace alternatives supporting these new processes.
- Identify new technologies which can be employed to enable the
workgroups to contribute effectively to the desired business results.
These results are the foundation for Step 4 of the PdK Consulting
process where specific action plans and designs are developed to stimulate
the identified productivity improvements
The "Identify Business Objectives" service is typically
completed in 3 to 6 weeks depending on the number of distinct workgroup
PdK's fee for the Identify Business Objectives module ranges from
$25,000 to $50,000 depending on the number of distinct workgroups
All PdK Consulting fees are offered with unconditional money back
guarantee. PdK will refund your fees if you are not satisfied with PdK's performance for any reason.