INSIDE
THIS EDITION..
COUGAR AUTOMATION - Enlightened management gets results
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PLUS..
Co-creation
Employee motivation
Conferences
Latest Thinking
Book review
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The Balanced Scorecard
Part 3: Balanced Scorecard and Customer Measures
In the last issue of stakeholder Satisfaction, Ray Robertson explained how balanced scorecard aligns employee performance measures and rewards with the organisation's vision, strategy and values. Devised by Kaplan and Norton (Ref1) The scorecard comprises four perspectives: financial, operational, people and customer. This article examines how customer measures are incorporated in balanced scorecards.
Click here to view the whole article (pdf format)
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