{"id":1416,"date":"2015-05-27T14:12:02","date_gmt":"2015-05-27T14:12:02","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=1416"},"modified":"2016-08-17T13:45:47","modified_gmt":"2016-08-17T13:45:47","slug":"balanced-scorecard","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/balanced-scorecard\/","title":{"rendered":"What is a Balanced Scorecard?"},"content":{"rendered":"<p>The Balanced Scorecard is a management system that allows managers to focus on important success factors of their particular business.\u00a0It combines financial, customer, internal process and learning and growth perspectives.<\/p>\n<p>The origins of the Balanced Scorecard can be traced back to 1992 when Robert S. Kaplan and David Norton introduced a method for measuring a company&#8217;s performance.<\/p>\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-9465\" src=\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/balscor.jpg\" alt=\"Balanced Scoredcard\" width=\"500\" height=\"502\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/balscor.jpg 500w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/balscor-100x100.jpg 100w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/balscor-300x300.jpg 300w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/>\n<p style=\"text-align: center;\"><em>Above: Balanced Scorecard<\/em><\/p>\n<p>To create a Balanced Scorecard follow these three steps;<\/p>\n<p>1. Translate your vision into operational goals<\/p>\n<p>2. Communicate your vision and link it to performance<\/p>\n<p>3. Review, feedback and adjust the strategy<\/p>\n<p>A typical Balanced Scorecard will measure:<\/p>\n<p><em>Financial Performance<\/em><br \/>\nExample: Number of debtors, cash flow or return on investment<\/p>\n<p><em>Customer Perspective<\/em><br \/>\nExample: Time taken to process a phone call, results of customer surveys, number of complaints<\/p>\n<p><em>Business process perspective<\/em><br \/>\nExample: Key business processes<\/p>\n<p><em>Learning &amp; Growth perspective<\/em><br \/>\nExample: Hours spent on staff training etc.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Balanced Scorecard is a management system that allows managers to focus on important success factors of their particular business.\u00a0It combines financial, customer, internal process and learning and growth perspectives. The origins of the Balanced Scorecard can be traced back to 1992 when Robert S. Kaplan and David Norton introduced a method for measuring a [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[7],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1416"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=1416"}],"version-history":[{"count":6,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1416\/revisions"}],"predecessor-version":[{"id":9470,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1416\/revisions\/9470"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=1416"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=1416"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=1416"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}