London Life: Group Retirement Services and the Balanced Scorecard (A)
Group Retirement Services (GRS) is a division of London Life Insurance Co. of London, Ontario. The vice president of GRS implemented the balanced scorecard in his division in 1994. Since that time, the industry and London Life have experienced significant change. Although the scorecard was not yet complete (after three years), the real issues here are whether the scorecard has been useful to GRS and whether the scorecard could be improved to assist the department in the future.