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Balanced Scorecard

Presenter

Venkadesh Narayanan, BSME, MBA, CBAP, PMI-PBA, CBPP

Principal Consultant

Former Indian Civil Servant [IRAS 2001 Batch]

LinkedIn Profile

Robert S. Kaplan & David P. Norton

Balanced Scorecard

Balanced Scorecard

• The BBS identifies four aspects of performance that should be

considered:

– Financial: This aspect considers the financial performance of the

organization, looking for example at the profit generated by sales, the

returns generated by the assets invested in the organization, and its

liquidity.

– Customer: Looking at the organization from the customer perspective

shows how customers view it. For example, the level of customer

satisfaction and the reputation the organization has in the marketplace

are considered.

– Internal Business Process: This perspective shows the internal

processes and procedures that are used to operate the organization.

For example, are the processes focused on reducing costs, to the

detriment of customer service? Is the technology used well to support

the organization in delivering its products & services?

Balanced Scorecard

– Learning and growth (also known as innovation): The learning and

growth perspective is concerned with the future development of the

organization. Example of performance areas are the development of

new products and services, the level of creative activity in the

organization, and the extent to which this is encouraged.

www.fhyzics.com | cs@fhyzics.com | 900-304-9000 | 900-305-9000 | 900-306-9000

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