A Balanced Scorecard approach that generally has four perspectives:
- Financial
- Internal business processes
- Learning & Growth (human focus, or learning and development)
- 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.
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 |