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Kaplan and Norton Balanced Scorecard Framework
Kaplan and Norton (1992, 1993, and 1996) describe the concept of a 'balanced scorecard' that includes four categories of measure: financial, customers, internal business processes and measures of innovation and learning. The balanced scorecard starts by asking 'what do shareholders want?'
The framework allows managers in a company a rapid and comprehensive assessment of a company in a single report. Managers can consider and balance performance measures for four critical areas or perspectives that effect successful mission accomplishment.
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Does anyone have a screenshot of page 91 so that I can do question 3.14? My book has not come in yet and the eBook trail that I have been using does not have that question in it. I
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• What lessons learned other companies (in vastly different industries) could take away from the innovative practices at Holden. Provide specific examples to support your response.
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