The document discusses a comprehensive evaluation of business through four key perspectives: finance, customer, process, and learning & development. It emphasizes metrics such as customer satisfaction, loyalty, employee skills, and financial ROI. The document outlines the importance of assigning weights to each perspective and associated key result areas to drive strategic improvements.

3. 360 degree view of your
Business?

6. Perspective 2: Customers
Customer Satisfaction Index
Customer Loyalty Quotient
More Customer per Customer Index

8. Perspective 4: Learning & Development
Employee Skills
Employee
Satisfaction
The Way Forward

13. Assign weight to each Perspective
Weight for each Perspective
Finance Customer Process L&D

14. Finance Perspective
Weight
Revenue ROI Expense Net Income
Key Result Areas and Weights

15. Customer Perspective
Key Result Areas and Weights
Customer Parameters
CSI MCPC Loyalty

16. Process Perspective
Key Result Areas and Weights
Process
Create value Deliver value Complaint handling

17. Process Perspective
Key Result Areas and Weights
L&D
Skills Motivation Strategy