... process * Learning and growth (Kaplan and Norton, 1996) Financial perspective - How do we look to shareholders? This perspective concentrates on how the organisation appears to its shareholders and considers what the organisation's financial objectives are. Core Objectives Measures 1. Minimizing Administrative Costs - Cost to spend ratio 2. Return on Capital Employed - % on capital injected Customers perspective - How do customers see us? This perspective focuses on how to satisfy its customers so as to achieve its financial objectives. Core Objectives Measures 1. Customer Satisfaction % of customers satisfied with timeliness % of customers satisfied with quality 2. Effective Service Partnership % of customers satisfied with the responsiveness, cooperation and communication skills Internal business perspective - At what must we excel? This perspective relates to what must the organisation do well internally in order to support the product/ market strategy and to achieve its financial objectives. Core Objectives (e.g.) Measures (e.g.) 1. Effective Quality Control System - % of defect goods produce 2. ...

See this essay or coursework document in full right now