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Complex Balanced Scorecard Example

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Text in this example:

Vision
Learning & Growth Perspective
To achieve our vision, how will we sustain our ability to change and improve?
Strategic goals
Actions
Measures
Business Process Perspective
To satisfy our customers and stakeholders, at what business processes must we excel?
Customer Perspective
To achieve our vision, how should we appear to our customers?
Financial Perspective
To achieve our goals, how should we appear to our shareholders?
Adapted from the Balanced Scorecard by Robert S. Kaplan and Dave P. Norton. Harvard Business School Press. 1996.

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