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Balanced Scorecard Fundamentals: Measuring Strategic Performance
Balanced Scorecard Fundamentals: Measuring Strategic Performance
Balanced Scorecard Fundamentals: Measuring Strategic Performance
Measuring Strategic
Performance
accounting
model. Historical Future
TIMEFRAME
Performance Indicators Today
The balanced
scorecard
focuses on an
integrated Non Financial
performance Financial
External
FOCUS
indicators for Historical Future
Internal
Financial
Perspective
Learning &
Growth
The Financial Perspective
To succeed financially, what level of
financial performance do our investors
expect?
Examples:
ROI, EVA
Return on capital employed (ROCE)
Revenue growth
Self-financiable growth rate
Cash flow return on assets
Market/customer/product profitability growth
The Customer Perspective
To achieve our strategy, how must we
appear to our customers?
Examples:
Market share growth
Customer acquisition rate
Customer retention rate
Customer satisfaction scores
Number of new products/services
Product return rate
Defect rate
On-time delivery rate
Internal Business Processes