Vijay Gandhi, Canada Post

Financial and performance objectives have traditionally been the focus and drivers of contract performance monitoring at Canada Post. However, even though these measurements were vitally important, there continued to be some gaps in the ability of contractors to meet both financial and performance obligations. Once Canada Post introduced the 'Balanced Scorecard' in a selected manner, the organization began to focus efforts and track performance in a more effective and selective way.

Aligning Canada Post's objective and goals directly with its contracts, without jeopardizing traditional contact content, has led to a strategic targeted reporting mechanism that rolls up and across the company.

The talk reviews:

• The value of introducing the 'Balanced Scorecard' approach

  • What should a balance scorecard contain

  • Where and how it should be applied

• How applying the 'Balanced Scorecard' approach to contract performance has enabled Canada Post to partner with its service providers more effectively

• The overall benefits of integrated reporting