PPT Slide

Figure 17-9

Sample Measurements for the

Balanced Scorecard

Adapted from Kaplan and Norton

Innovation and

Learning Perspective

Customer

Perspective

Service Perceptions

Service Expectations

Perceived Value

Behavioral Intentions:

Operational

Perspective:

Right first time (% hits)

Right on time (% hits)

Responsiveness (% on

time)

Transaction time (hours,

days)

Throughput time

Reduction in waste

Process quality

Financial Measures

Price Premium

Volume Increases

Value of Customer

Referrals

Value of Cross Sales

Long-term Value of

Customer

% Loyalty

% Intent to Switch

# Customer

Referrals

# Cross Sales

# of Defections

Number of new products

Return on innovation

Employee skills

Time to market

Time spent talking to

customers

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