The Balanced Scorecard is a set of measures that are directly linked to the company’s strategy. Developed by Robert Kaplan and David Norton, it allows a company to link its own long-term strategy with tangible goals and actions. The scorecard allows managers to evaluate the company from four perspectives: financial performance, customer knowledge, internal business processes, and learning and growth.
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The author offers an interesting and novel concept - The customer is the CEO. The book is divided into four parts. Part 1 is intended to prompt readers to ask questions about the ramifications of customer satisfaction. For example, what is involved in creating a customer-centered culture?
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Often times surveys are done “on the fly” to try to get information currently unknown to management. Here’s a checklist that should be asked by any executive approving a survey project. Following this simple checklist can make your next survey more rewarding.
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