Balanced Scorecard (cont’d)

Process/Product Perspective

• Critical success factors

• Performance indicators

• Targets

Organizational Learning Perspective

• Critical success factors

• Performance indicators

• Targets

Financial Perspective

• Critical success factors

• Performance indicators

• Targets

Customer Perspective

• Critical success factors

• Performance indicators

• Targets

Vision and Strategy

• How do we appear to our stakeholders?

• What financial outcomes do we need to generate?

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