Balanced Scorecard - Complex
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Learning & Growth Perspective
To achieve our vision, how will we sustain our ability to change and improve?
Business Process Perspective
To satisfy our customers and stakeholders, at what business processes must we excel?
To achieve our vision, how should we appear to our customers?
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.