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CUSTOMER
How should we appear to our customers?
Service Excellence
Trusted Business Partner
BUSINESS PROCESSES
What business Process must we excel at?
Develop New Products
Understanding Customer Segments
Reduce Cycle Time
Provide Rapid Response
Cross-Sell the product Line
Shift to Appropriate Channel
FINANCIAL
How Should we appear to our shareholders?
Broaden Revenue Mix
Improve Operating Efficiency
Improve Enterprise Financial Health
LEARNING & GROWTH
How will we sustain our ability to change and improve?
Hire Key Technical Talent
Implement Cross-Training
Provide Access to Transaction Information
Align Personal Goals
Increase Employee Productivity
STRATEGY
Adapted from the Balanced Scorecard by Robert S. Kaplan and Dave P. Norton. Harvard Business School Press. 1996.
