Balanced scorecard, client survey and law department education (Northwestern Mutual)

As part of its campaign to demonstrate the value it provides its clients, the law department of Northwestern Mutual developed a “Strategy Map.” The effort also supported the insurance company’s Balanced Scorecard Initiative, according to Corp. Legal Times, Vol. 14, May 2004 at 24.

The map presents data about the law department from the four perspectives of a balanced scorecard: customer, financial, internal processes, and learning and growth (See my post of July 25, 2005 on balanced scorecards.). To obtain data for the scorecard, the law department decided to conduct a client-satisfaction survey. To further the learning and growth of its members, the department developed educational programs to inform them about the company and its objectives.