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This text shows how managers can use the balanced scorecard technique to mobilize their employees and fulfil the company’s mission. The authors demonstrate how senior executives in industries such as banking, oil and retailing are using the technique to evaluate current performance and target future performance based on financial and non-financial criteria such as customer satisfaction, internal processes and employee learning, and growth.
About the Author
Robert S. Kaplan is the Arthur Lowes Dickinson Professor of Accounting at the Harvard Business School. David P. Norton is the president of Renaissance Solutions, Inc. They are the authors of three seminal Harvard Business Review articles on the Balanced Scorecard.