gets measured gets managed. What gets managed gets done.
An organization's measures have a big impact on what people
do and how well they do it. The Balanced Scorecard is an
integrated framework of measures that focuses the organization
on managing strategy implementation.
Scorecards measure the success of customer, process and
In addition to the usual financial outcomes, financial measures
describe the end game but provide little feedback on how
to better play the game. Scorecards measure the full spectrum
of factors that create long-term business value.
Scorecards provide feedback for improving business performance.
Balanced Scorecards answer the question, "What should
we be doing today, and in the future, to continue delivering
on our promises to the customer, shareholders and employees?"
By measuring performance drivers, the scorecard informs
managers of what needs to change today, to achieve a better
score gets everybody into the game.
Balanced Scorecards link everyone's actions to long-term
goals and strategies. Managers and employees become crystal-clear
on what they can do to improve the score and contribute
to a big win for the entire team, and most importantly,
for their customers.