The central idea of a Balanced Scorecard is to link a measurement system to your organization’s strategic goal. Typically, Balanced Scorecard uses the following four measurement systems, or Perspectives, to indicate how an organization is meeting its strategic goals:
Finance — Performance measures include such key performance indicators (KPIs) as product and service revenues, revenue growth, and profit margins.
Customer relations — Performance measures include such KPIs as customer retention rate, customer satisfaction level, product returns, service response time, and service contract renewals.
Internal processes — KPIs that measure performance include personnel retention, leave of absence or sickness, delivery on time, average recruitment time, discontinued products or projects, and the average help desk service time.
Innovation — Performance is measured by KPIs that include number of patents received/filed, and the number of excellence awards received, the number technical papers published, the average number of training days per employee, and the percentage of employees promoted.
The Balanced Scorecard application (see the Reviewing the balanced scorecard application topic) provided with Business Process Server uses these perspectives.
Finance — Performance measures include such key performance indicators (KPIs) as product and service revenues, revenue growth, and profit margins.