The purpose of this project was to examine various strategic frameworks and measurement practices to help improve management and measurement systems inside the Information and Communication Systems Department of the Church of Jesus Christ of Latter-day Saints. The report specifically details the Balanced Scorecard framework and applies it systematically to the needs of ICS. Six measures—representing the four perspectives—are outlined and detailed for their implementation inside of the existing ICS strategy. In addition, it delineates the importance of design factors, as well as critical success factors in performance measurement.
Through research, interviews, and analysis, many important ideas and models and practices for performance measurement were examined. They include benchmarking, principles of measurement design, best practices for NPOs, the Capability Maturity Model, the Performance Prism, Management by Objectives, Surveys, and the Balance Scorecard. Critical success factors in performance measurement are outlined in the report include continued leadership, an ongoing sense of urgency, constant communication, accountability, and compensation for performance.