Includes bibliographical references and index.

Introduction to the balanced scorecard -- Adapting the balanced scorecard to fit the public and nonprofit sectors -- Before you begin -- Training and communication planning for balanced scorecard success -- Mission, values, and vision -- Strategy : the core of every balanced scorecard -- Strategy maps -- Performance measures, targets, and initiatives -- Creating alignment by cascading the balanced scorecard -- Linking resource allocation to the balanced scorecard -- Reporting results -- The City of Charlotte : a balanced scorecard success story -- Sustaining balanced scorecard success.