This document contains a balanced scorecard for a company across several key aspects of performance: financial, customer, internal processes, and people. For each aspect, it lists organizational goals and actual performance, identifying gaps where actual performance differed from goals. Overall it shows the company exceeded its quarterly profit goal but fell short of its return on capital employed goal, met or exceeded customer satisfaction and recommendation goals, fell below its goal for duplicate activities but met its process bottleneck goal, and significantly outperformed its employee turnover goal but fell short of its job satisfaction goal.