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

• What business processes must we excel at to satisfy our customers?

• Are these processes effective (i.e., adding value for customers)?

• Are they efficient?

Previous slide

Next slide

Back to first slide

View graphic version