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
