Making successful careers possible
We are in the business of helping our clientsâ€”students and employersâ€”be successful.
Our flexible, lifelong learning opportunities allow students and graduates to take
charge of their careers and support continuing skills development.
#3 Pursuing excellence in program quality and innovation
We work with employers to solve problems, to stay current with industry needs and to
enhance student learning opportunities.
#4 Leading organizational effectiveness
We deliver programs and services effectively and sustainably. We attract and retain the
best employees and communicate effectively throughout our organization.
They have also added a 5th vision statement element:
#5 Compete in the digital education space
Remain competitive with emerging alternative educators to ensure government
validated credentials remain attractive to students seeking meaningful skills.
It has also been decided that it impacts the following organizational values:
We work, live and learn in a socially and environmentally responsible manner. We
support the health, safety and overall well-being of our students, employees and
partners. We are conscientious stewards of our resources and continuously look for
entrepreneurial and creative ways to strengthen and improve our organization. These
considerations underlie all our actions, behaviours and decisions.
We go above and beyond what is normally expected to achieve excellence in our
teaching, in our programming, in our learning and in our services. We accomplish this
by maintaining high standards, strong competencies, committed partnerships and by
being responsive and accessible.
And threatens to impact the institutionâ€™s ability to deliver on the following item from the institutionâ€™s
To deliver courses, programs and seminars of a continuing education nature;
And additional, related mandate has been added:
To support institutional budgets with cost-recovery programs (an increased
enrollments) targeted at in-demand sectors using a just-in-time (JIT) delivery model.
Your digital strategy team is therefore being asked to developed a Balanced Score Card and strategy
map for the Information Technology Services (ITS) department to help improve their capability to deliver
technology enhanced distance education and Nano-credentials.
This will require an improvement in Its support for instructors to publish, revise and share content. They
will need to improve their knowledge of their learning content management systems publishing and
communication features including video and synchronous delivery. They will also need to develop
knowledge in the systemâ€™s built in Learning Object Repository.
As some initial content will be coming from a partnership with Udemy. Udemy has offered to provide
insight for best practices around the technical side of content publication and support.
The ability to support internal stakeholder incidents will need to be improved through a faster and more
organized ticket management and response policy.
Currently the organization uses ServiceNow to support customers.
The ability to support a broader base of external, distance education students will also be required.
Many current online students have cited a lack of tech support as a reason for falling behind, failing
classes or withdrawing from the school. Retention issues has resulted in lost revenue. Training on how
to support remote clients will need to be improved as will response times.
It is expected a project to revisit many existing SLAs will be part of this initiative.
A significant investment will be required in the institutionâ€™s web presence. An increased knowledge of
social media management (using tools such as hoot suite). At present the ITS team has no knowledge of
configuring or supporting these products.
The current registration software will need to be augmented with easy to use self-serve modules. These
modules are available but not currently used to their full capacity.
1. Consider the visions statement elements, and in particular the newly added 5th vision statement
element. Identify a minimum of 1 general strategic institutional goals for each perspective of
the balanced score card approach to strategic planning. A financial objective has been provided.
Complete the objectives for the other perspectives.
2. Define at least 2 objectives for each perspective. You do not need to create a strategy for every
scenario identified in the discussion above. However, your objections should all follow a logical
cause and effect strategy for accomplishing the perspective goals.
3. Continue with objective by identifying the initiatives to be undertaken in order to achieve them.
4. Identify a target that is related to your initiatives and measures. (Hint: remember what
constitutes a â€œgood targetâ€).
5. Propose a measure to be taken that will move the organization towards the objective. (Hint:
remember the if-then relationship between strategic action. What customer focused objective
will support your financial objectives. Consider some high level measures that would indicate
6. Create a strategic map that shows the relationships between your perspective statements and
objectives. A starter diagram has been provided below.
7. Provide a brief (approximately 1 page) executive summary of your strategy decisions.
8. Organize your work into single document and submit to your instructor.
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