kaplan and norton Flashcards
1
Q
what does kaplan and norton come up with
A
balanced scorecard
2
Q
what are the 4 perspectives of the balanced scorecard
A
customer perspective, internal business perspective, innovation and learning perspective, financial perspective
3
Q
what is the customer perspective
A
how do customers see us?
4
Q
what is the internal business perspective
A
what must we be really good at and are we good at that
5
Q
what is the innovation and learning perspective
A
how can we make continual improvements
