Page 198 - 100 Great Business Ideas: From Leading Companies Around the World (100 Great Ideas)

THE BALANCED SCORECARD

Perspective Typical goals Typical measures
Financial
• Increased • Cash flows
Customers • profitability • Cost reduction
• Gross margins
Internal Share price • Return on capital/equity/
processes
• performance investments/sales
Innovation Increased
and return on • Revenue growth
learning assets • Payment terms
perspective • Market share
• New customer • Customer service and
• acquisition
satisfaction
Customer
• Number of complaints
• retention • Customer profitability
Customer • Delivery times
• Units sold
• satisfaction • Number of customers
Cross-sales • Efficiency improvements
volumes • Improved lead times
• Reduced unit costs
• Improved core • Reduced waste
• competencies • Improved sourcing/supplier
• delivery
Improved
critical Greater employee morale and
satisfaction, and reduced staff
• technologies turnover
Streamlined
• Internal audit standards
• processes • Sales per employee
Improved • Number of new products
employee • Sales of new products
morale • Number of employees
• receiving training
• New product
• development Outputs from employees’
training
Continuous
• Training hours per employee
• improvement • Number and scope of skills
Employees’
training and learned
skills

100 GREAT BUSINESS IDEAS • 191