By
Professor Zia Ahmad Jan
Defence School of Business Education
Objectives
• Examine the Balanced Scorecard as a
system of management and
measurement
• Describe an example of the Balanced
Scorecard in higher education
• Identify lessons learned in
implementing the balanced scorecard
INTRODUCTION
WHAT IS BALANCED SCORECARD
• The balanced scorecard is a 4 dimensional
management system to help a business focus
on achieving financial results and on
creating future value through strategic
activities.
• It translates mission and strategy into four
dimensions -- customer, financial, internal
processes, and innovation and learning --
--and seeks measures for them.
• CUSTOMER : How do we become our
customers’ most valued supplier?
• INTERNAL PROCESSES: What
processes must we excel at to achieve our
objectives?
• INNOVATION AND LEARNING :
How can we continue to improve and create
value with employees, customers, and
processes?
• FINANCIAL : How do we look to
shareholders?
Financial
Perspective
Objectives Measures
Improve Return on Sales
profitability Return on
Investment
Financial
Perspective Internal Business Processes
Objectives Measures perspective