The Balanced Scorecard: Measures That Drive Performance

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“The Balanced Scorecard: Measures That Drive Performance” Executives for many years have utilized financial performance as a measure for management and search for improvement opportunities. However doing so provided a one sided view of the performance and potential of the company. In order, to get a more valuable vision for improvement executive’s management must evaluate both financial and operational metrics. The balance scorecard is the tool for this task. The balance scorecard allows a more comprehensive look by providing financial measures of the results of actions already taken and operational measures of three important perspectives. The four perspectives are customer, internal processes, financial and innovation and learning are incremental in getting a more holistic view of the organizations performance. The first perspective, customer is vital in the success of any organization. Triumph in this area depends on customer’s perception of four traits: time, quality, performance of service, and cost. These four customer concerns should be translated into actual goals within the organization and measured. Internal processes are the second perspective. They are the procedures of operation that can affect the delivery of product or service to customer if not performed properly. Procedures and systems such as delivery time and information system are examples of such internal processes. The systems and processes used for delivering service or products should be measure and evaluated. Financial (third perspective) which identifies the profitability, growth and shareholder market value, most business already pay attention to this, the third perspective usually posses no problems for a business. Last perspective is learning and innovation, which ultimately leads to the organizational growth. By observe daily activities and activities of other companies a business

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