1. Balanced Scorecard
Aspect of
Company
Performance
Factors to be Considered
Organizational
Goal
Actual
Performance
Gaps
Financial
Quarterly Profit Results
Return on Capital Employed
$5,000
$4,000
$6,000
$1,500
Quarterly Profit
Results: Actual
performance of
$6,000 vs.
organizational goal of
$5,000.
Return on Capital
Employed: Actual
performance of
$1,500 vs.
organizations goals
4,000.
Customer
Customer Satisfaction Rate
Customer Recommendation
Rate (rate of new business
generated by recommendations
from existing customers)
95%
80%
95%
100%
Customer
Satisfaction:
Organizational goals
were met by
customers.
Recommendation
Rate: Actual
performance exceeds
100% vs. 80%.
Internal
Processes
Duplicate Activities Across
Functions (percent of the
activities completed that are
duplicated in another function)
Process Bottlenecks (percent of
the process that becomes
bottlenecked in an average run
cycle)
25%
15%
20%
15%
Duplicate Activities:
Actual performance
of 20% vs. the
organizational goal of
25%
Process bottleneck
goals were met at
15%.
People
Innovation
Growth Assets
Employee Turnover
Employee Job Satisfaction
25%
90%
0%
50%
Employee Turnover:
Actual Performance:
0% vs. The
organizational goal of
25%.