Balanced Scorecard: Robert Kaplan David Norton
The BSC method is a strategic approach and performance management system that enables organisations to translate a company's vision and strategy into implementation, working from 4 perspectives:
The BSC / Financial perspective While important Kaplan and Norton argue that the current emphasis on financials leads to the "unbalanced" situation with regard to other perspectives.
The BSC / Customer perspective In developing metrics for satisfaction, customers should be analysed in terms of kinds of customers and the kinds of processes for which we are providing a product or service to those customer groups.
The BSC / Business Process perspective refers to internal business processes. Metrics based on this perspective allow the managers to know how well their business is running, and whether its products and services conform to customer requirements (the mission).
The BSC / Learning and Growth perspective includes training and corporate cultural attitudes related to both individual and corporate self-improvement. In a knowledge-worker organisation, people are the main resource. In the current climate of rapid technological change, it is becoming necessary for knowledge workers to be in a continuous learning mode. Kaplan and Norton emphasise that 'learning' is more than 'training'; it also includes things like mentors and tutors within the organisation, as well as that ease of communication among workers that allows them to readily get help on a problem when it is needed.
Book: Robert S. Kaplan, David P. Norton - The BSC: Translating Strategy into Action
Book: Paul R. Niven - BSC Step-by-Step: Maximizing Performance and Maintaining Results
Book: Paul R. Niven - BSC Step-by-Step for Government and Nonprofit Agencies -
