Professional Documents
Culture Documents
Balanced Score Card translates an organisation’s mission and strategy into a set of performance
measures that provides the framework for implementing its strategy. The balanced score card
does not focus solely on achieving financial objectives. It also highlights the non financial
objectives that an organisation must achieve to meet and sustain its financial objectives. The
score card measures an organization’s performance from four perspectives:
Financial;
Customer;
Internal Business Processes ;
Learning and Growth.
It is called Balanced Score Card because it balances the use of financial and non financial
performance measures to evaluate short run and long run performance in a single report.
Following format will help in understanding the balance score card:
Framework of Balance Score Card
Financial Perspectives
1
Customer Perspectives
Objectives Measures Initiatives Target Actual
Performance Performance
Increase Market Market Share in Identify Future needs 8% 7%
Share the segment of of Customers
Industry
No of New Identify new 1 2
Customer customer Segments
Increase Customer Increase customer 90% 87%
Customer Satisfaction Rating focus of sales
Satisfaction organisation
2
Enhance % of manufacturing Improve online and 80% 80%
Information processes with real off line data gathering
System time feedback
Capabilities