<p> Case: Boston Lyric Opera</p><p>Start with a review of some key concepts from the two articles on the Balanced Scorecard.</p><p>1. What is the difference between outcome measures and performance drivers? Why is this difference important?</p><p>2. What is the role of a customer value proposition? (See pp. 61ff in “Linking the Balanced Scorecard to Strategy.”) How is it supposed to help an organization identify ways of delivering value? Look closely at Exhibit 4.</p><p>3. Why are if-then statements important for developing a balanced scorecard? New questions on BLP</p><p>4. Assume that BLO’s balanced scorecard reflects both some customer value propositions and several if-then hypotheses about how financial health, learning and growth, and internal business practices will lead to desired customer outcomes. a. Review the case with the goal of identifying the underlying customer value propositions. Diagram your findings in a form like exhibit 4 in “Linking.” Be ready to put your diagram on the document camera.</p><p> b. Look at the sequence of if-then statements on p. 65 of “Linking.” Once you have understood how an if-then sequence works, identify and write down the if-then sequences for the BLO’s three strategic themes: i. Generating loyal and generous supporters ii. Building the BLO reputation on the national and international opera scene iii. Reaching the Boston-area community</p><p>Each objective may have more than one if-then sequence. Identify as many as possible. Each sequence may link something from financial, learning and growth, and internal processes to the three strategic themes listed above. </p><p>5. The BLO working group has selected 8 customer objectives for its three strategic themes (see bullets on pp. 5-7 of the case, also summarized in the customer row of exhibit 5).</p><p>What measures should the project team select for these eight objectives? </p><p>6. What are the benefits arising from developing the Balanced Scorecard at BLO? What challenges and barriers must Del Sesto and Dahling-Sullivan overcome to capture those benefits?</p><p>7. Comment on the process that the BLO used to develop the Balanced Scorecard. What was critical for the success of the project?</p>