Page 260 - Microsoft Word - 00 Prelims.docx

Chapter 11

3.2 The Balanced Scorecard

Financial
perspective

To succeed financially,
how should we appear
to our shareholders?

Customer Internal Business
perspective Process perspective

To achieve our vision, Vision To satisfy our
and
how should we appear shareholders and
to customers? strategy customers, what
business processes
must we excel at?

Learning and growth
perspective

To achieve our vision,
how will we sustain our
ability to change and
improve?

Illustrations and further practice

Now TYU 5 ‘Faster Pasta’ and read the ‘Additional example on the Balanced
Scorecard’.

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