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BSC2700 Balanced Scorecard Fundamentals
BSC2700 Balanced Scorecard Fundamentals
BSC2700 Balanced Scorecard Fundamentals
Fundamentals
Measuring Strategic
Success
Why use the balanced scorecard?
To maintain sustainable competitive advantage
in the information age, strategic business units
must broaden their base of intangible assets
and the means by which performance is
measured and continuously improved.
The balanced scorecard provides a
comprehensive framework for implementing
strategic plans by translating an organization’s
strategy into a set of key performance
indicators.
Performance Measures Yesterday
Traditional
measures of
performance External
only included
financial FOCUS
statistics Non Financial
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?
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?
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