The Balanced Scorecard

Financial
•Objectives
•Measures
•Targets
•Initiatives

Customer Business
•Objectives Processes
•Measures Vision & •Objectives
•Measures
•Targets
•Initiatives
Strategy •Targets
•Initiatives

Learning &
Growth
•Objectives
•Measures
•Targets
•Initiatives
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 Business Factors
Department Areas
 Finance Return On Investment
Cash Flow
Return on Capital Employed
Financial Results (Quarterly/Yearly)
Business Number of activities per function
Processes  Duplicate activities across functions
Process alignment (is the right process in the right department?)
Process bottlenecks
Process automation
Learning & Is there the correct level of expertise for the job?
Growth Employee turnover
Job satisfaction
Training/Learning opportunities
Customer Delivery performance to customer
Quality performance for customer
Customer satisfaction rate
Customer percentage of market
Customer retention rate 

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 Overview:

Popularised by Robert Kaplan and David Norton in

the 90’s, the Balanced Scorecard is a strategic
performance management tool that, as it’s name
suggests, promotes a balanced approach to
performance management. Kaplan and Norton
describe four core perspectives that a company
should measure to create long-term value. This
tool allows you to align business activities to the
vision and strategy of the business.

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