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Balanced Scorecard
Techniques
Figure 10.3.1: Balanced Scorecard
To succeed financially, how should we
appear to our shareholders?
To achieve our
vision, how should
we appear to our
customers?
Financial
Objectives
Measures
Targets
Initiatives
To satisfy our
shareholders and
customers, what
business processes
must we excel at?
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10.3.3 Elements
Customer
Objectives
Measures
Targets
Initiatives
.1 Learning and Growth Dimension
Vision
and
Strategy
Learning and Growth
Objectives
Measures
Targets
Initiatives
To achieve our vision, how will we sustain our
ability to change and improve?
Internal Business Process
Objectives
Measures
Targets
Initiatives
The Learning and Growth dimension includes measures regarding employee
training and learning, product and service innovation, and corporate culture.
Metrics guide the use of training funds, mentoring, knowledge sharing, and
technology improvements.
.2 Business Process Dimension
The Business Process dimension includes metrics that indicate how well the
enterprise is operating and if their products meet customer needs.
.3 Customer Dimension
The Customer dimension includes metrics on customer focus, satisfaction and
delivery of value. These metrics capture how well customer needs are met, how
satisfied they are with products and services, whether the delivery of those
products and services meet their quality expectations, and their overall experience
with the enterprise.
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