The Balanced Scorecard - type of performance evaluation system that looks at financial
and operational performance measures to judge company performance
Key performance indicators - summary performance measures used to measure
critical factors that affect company success
Financial - How do we look to investors and creditors?
Revenue growth - introduce new products, gain new customers,
and increase sales
Customer - How do customers see us?
Performance and service
Internal business - At what business processes must we excel to meet
customer and financial objectives?
Innovation - improve existing product and develop new
Operations - lean and effective operations
Learning and growth - How can we continue to improve and create
Employee capabilities - skills, knowledge, motivation, and
Information system capabilities - timely and accurate
information on customers, internal processes, and finances
Company's climate for action