3. What is a Balanced Score
Card?
• Lists and compares current performance level with
the targeted performance level
o Where are we are where do we want to be?
4. What is on a Balanced
Score Card?
• External and Internal customer satisfaction
• Bottom line financial contribution
• New business contribution
• Associate turnover
• New product development
5. How do we use a
Balanced Score Card?
• As the year progresses, we measure
and record where we actually are in
relation the targeted levels
• Identifies the customers’ value need
and how to support them
o What does the customer need and how do we
get there?
6. Why is a Balanced Score
Card Helpful?
• Aligns performance measures with the
activation of strategies that affect any
particular metric
o Identifies what strategy is resulting what outcome
o Able to adjust
• Everyone knows the goals—focused on the
future!
o Strengthen customer relationships
o Create more organization advocates
o Creates a higher level of accountability
