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MANAGING PERFORMANCE AT HALIFAX plc BRANCH 5546 TO: ALAN CLARKE - CUSTOMER MARKETING AREA MANAGER FROM: JOHN WEST - DISTRICT MANAGER PROFESSIONAL DIPLOMA IN MANAGEMENT EXECUTIVE SUMMARY In the early 90's the Halifax introduced the balanced scorecard, prior to that the organisation was very volume driven, result driven. There was never any forward planning it was just a case of deliver the results regardless of how you actually got there. The culture of the organisation was very tell/do. To deliver a long time growth organisation on 1st January 1996 Halifax BSC "goes live". It aimed to provide a blend of financial and non-financial measures that focus management and staff activity on achieving the organisational mission and values. In 1997 Halifax introduce "Theory Z" as a consequence of the fact that staff tended to treat each quadrant as unrelated to others. With the slogan "Change begins with me". In 1997 Halifax lunched Customer Focus Program-...

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