Balanced Scorecard


A Balanced Scorecard approach that generally has four perspectives:

  1. Financial
  2. Internal business processes
  3. Learning & Growth (human focus, or learning and development)
  4. Customer

Each of the four perspectives is inter-dependent – improvement in just one area is not necessarily a recipe for success in the other areas.

H & H Associates London

Balanced scorecard – factors example

Department Areas
Finance Return On Investment Cash Flow Return on Capital Employed Financial Results (Quarterly/Yearly)
Internal Business Processes Number of activities per function Duplicate activities across functions Process alignment (is the right process in the right department?) Process bottlenecks Process automation
Learning & Growth Is there the correct level of expertise for the job? Employee turnover Job satisfaction Training/Learning opportunities
Customer Delivery performance to customer Quality performance for customer Customer satisfaction rate Customer percentage of market Customer retention rate