Balanced Scorecard (cont’d)

• Are we able to sustain innovation, change and improvement?

• How will we maintain our ability to meet customer expectations?

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

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