INSIDE
THIS EDITION..
Emotional Experience
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PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
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The Balanced Scorecard
Article 2: Putting it into practice
In the July 2005 issue of Stakeholder, we explored the beginnings of balanced scorecard. The scorecard devised by Kaplan and Norton comprises four perspectives: financial, internal business processes, customer, and learning and growth. But how do organisations actually go about designing and implementing balanced scorecard? Research studies into the practices of experienced users of balanced scorecard found that success depends on three things: customisation, employee awareness and links to reward.
Click here to view whole article (pdf format)
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