2. INTRODUCTION
In 1992, Robert S. Kaplan and David Norton
introduced the balanced scorecard, a concept for
measuring a company's activities in terms of its vision
and strategies, to give managers a comprehensive
view of the performance of a business
3. Key Element
The key new element is focusing not only on financial
outcomes but also on the human issues that drive
those outcomes, so that organizations focus on the
future and act in their long-term best interest
5. Financials
According to each perspective of the balanced
scorecard there are a number of KPIs.
* Financial
o Cash flow
o ROI
o Financial Result
o Return on capital employed
o Return on equity
6. Customer
* Customer
Delivery Performance to Customer - by Date
Delivery Performance to Customer - by
Quantity
Customer satisfaction rate
Customer retention
11. Performance Drivers
A good balance score card also have a mix of
outcome measures and performance drivers
Companies with greatly improved performances must
identify how to increase sales to existing customers
Example of TCP
The four perspective should be considered template
not a straight jacket
13. Customer
Earn lifetime loyalty
The aisles are clear
I can get what I want
The prices are good
I don’t want to queue
The staff are great
15. Operations
Shopping is better for customers
Work is simpler for staff
The way we operate is cheaper for Tesco
The way we operate is responsible and safe
16. People/ Learning & Growth
We trust and respect each other
My manager supports me to do a good job
My job is interesting I have the opportunity to