The second ‘Perform’ article (Sustaining New Directions) (http://www.balancedscorecard.org/Portals/0/PDF/perform2.pdf) details the last three steps in our process and focuses closely on the implementation process.  It highlights some of the keys to implementation that we’ve observed: including strong and committed leadership, a fully developed communications strategy, the inclusion of a wide range of personnel in the scorecard development process, and an attempt to find quick success at solving real problems.