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COMM 210_L6_Students - John Molson School of Business...

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Slide No. 4 KAPLAN & NORTON: BALANCED SCORECARD KAPLAN & NORTON: BALANCED SCORECARD VISION STRATEGY Financial "Bottom Line" Measures Customer Related Measures Measures of Operational Effectiveness Measures of Innovation Slide No. 5 The bottom line is not enough! Four perspectives for a balanced scorecard 1. Customer perspective (What matters most to customers) 2. Internal business perspective (How can we produce to meet customer expectations?) 3. Innovation & Learning perspective (How can we make continual improvements for competitive success?) 4. Financial perspective (How can we ensure growth & profitability for shareholders?) KAPLAN & NORTON: BALANCED SCORECARD KAPLAN & NORTON: BALANCED SCORECARD Slide No. 6 Vision Strategy Importance of measurement Stakeholders Bottom line measures Customer-related measures Innovation measures Operational effectiveness measures KAPLAN & NORTON: KEY CONCEPTS KAPLAN & NORTON: KEY CONCEPTS Slide No. 1 CONTEMPORARY BUSINESS THINKING COMM 210/2 CONTEMPORARY BUSINESS THINKING COMM 210/2 October 9, 2007 Class No. 6 John Molson School of Business Concordia University
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Slide No. 8
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