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Chapter 6

The Balanced Scorecard

This model aims to provide a broad range of financial and non-financial measures.

Financial
perspective –
how should we

appear to
shareholders?

Customer Internal business
perspective – process – what
how should we business
appear to our processes should
customers? we excel at?

Learning &
growth/
innovation – how
will sustain our
ability to change
and improve?

Illustrations and further practice

Now try TYU 5, 6, 15, 16 and 18 from Chapter 6.

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