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How should we appear to our customers?
Trusted Business Partner
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
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
Provide Access to Transaction Information
Align Personal Goals
Increase Employee Productivity
Adapted from the Balanced Scorecard by Robert S. Kaplan and Dave P. Norton. Harvard Business School Press. 1996.