The balanced scorecard

Financial perspective of a balanced scorecard Examples of possible measures are: Return on capital employed Return on net assets Reduction of administrative expenses Reduction in bad debts Reduction in accounts receivable days Reduction in gearing

Customer perspective of a balanced scorecard Examples of possible measures are: Customer satisfaction Customer retention Increasing customer base Reduction in delivery times Reduction in rate of goods returned by customers

Internal business processes perspective Examples of possible measures are: Reduction in quality control rejection rate Reduced production lead times Increased level of production capacity utilisation

Learning and growth perspective Examples of possible measures are: Increased level of spending per head on employee training Reduced employee absenteeism rate Reduced staff turnover rate Increased range of products Increased proportion of new product sales as a proportion of total sales Greater reporting flexibility in the information system Increase in the range of information available on demand from the information system.