Balanced Scorecard Case Study – Infosys


Uncover valuable insights from this Balanced Scorecard Case Study. Learn how a successful IT firm utilizes the balanced scorecard to create business value, align IT with business strategy, measure performance, and continuously improve. Equip your IT leadership with a proven success blueprint.


Successful organizations constantly seek ways to maximize their operational efficiency and strategic decision-making in a rapidly evolving business landscape. This is where an effective management approach, such as the Balanced Scorecard (BSC), can provide substantial benefits. Infosys, a pre-eminent IT company, used the BSC to create unprecedented business value for itself and its clients, showcasing its real-world application in this case study.

The challenge Infosys faced was managing its diverse operations while aligning its strategic goals to its day-to-day activities. Its wide range of services required a clear, unified vision that could guide the company's growth while satisfying the needs of its diverse clientele.

They picked the Balanced Scorecard to solve this problem. A framework originally developed by Robert Kaplan and David Norton, the BSC enables organizations to balance financial objectives with customers, internal processes, and learning & growth perspectives, thus providing a more holistic view of the company's performance.

In this case study, Infosys effectively implemented the BSC as a strategic management tool to measure and monitor its performance against its strategic objectives. It also went further, using the BSC to showcase its value to its clients. By demonstrating its commitment to performance and continuous improvement, the company enhanced its internal operations and strengthened its customer relationships.

The Infosys case study showcases the significant value a well-implemented Balanced Scorecard can offer organizations. The practical insights offered in this BSC case study provide a roadmap for IT professionals and business leaders looking to optimize their strategic planning and operational efficiency.

CIOs and senior IT leaders can glean valuable insights from this Infosys Balanced Scorecard Case Study and apply them to address real-world organizational challenges. Here's how:

  1. Aligning IT with Business Strategy: The Balanced Scorecard (BSC) is an excellent tool for aligning IT initiatives with broader business objectives. It ensures that IT investments and projects directly support the company's strategic direction. By adopting the BSC, CIOs can better communicate the value of IT to other business leaders and stakeholders, thereby fostering greater collaboration and understanding.
  2. Performance Measurement: The BSC provides a comprehensive view of the organization's performance by considering financial and non-financial metrics. For IT leaders, this could include key performance indicators related to system uptime, project delivery times, user satisfaction scores, or cybersecurity risk levels. By tracking these metrics, CIOs can identify areas of strength and weakness, enabling them to make informed decisions about resource allocation and strategic priorities.
  3. Continuous Improvement: The BSC is not a one-time exercise but a tool for ongoing management and improvement. CIOs can use it to establish a continuous learning and development culture within their teams. By regularly reviewing and updating the scorecard, IT leaders can ensure that their department remains agile and responsive to the changing business environment.
  4. Customer Value: As demonstrated in the case study, the BSC can also be a powerful tool for demonstrating value to customers. For CIOs, this might mean using the BSC to track and improve metrics related to customer services, such as the speed of issue resolution or the effectiveness of customer-facing technology solutions.

Overall, the learnings from this case study can empower CIOs to implement the BSC in their organizations, enabling them to drive strategic alignment, enhance performance measurement, foster continuous improvement, and deliver greater value to customers.




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