Kaplan & Norton

Question 1

Kaplan and Norton

Answer 1

The financial result isn’t enough.
- Operational measures are the drivers of future financial performance.
Talks about customer satisfaction, internal processes, the organization’s innovation and imrovement activities.
(Scorecard)

Question 2

Advantages of Balanced Scorecard

Answer 2

Minimizes information overload
Brings together disparate elements. In one single report.
Translate their mission statements.
Forces management to considère all operational measures together

Question 3

4 types of scorecards

Answer 3

Customer Perspective
- How do costumers see us?
Internal Business Perspective
- What must we excel at?
Innovation and Learning Perspective
- Can we continue to improve and create value?
Financial Perspective
- How do we look to shareholders?
(Every scorecard needs to have a goal and measurement, can be quantitative or qualitative)