KPI/ Balance Scorecard

Question 1

Explain a balance scorecard

Answer 1

4 perspectives not just financial

Customer - what the customer values
Internal business - internal processes decision making
Innovation and learning - new skills/ new products/ new services
Financial - profitability or value of servcie for not for profit

Question 2

KPI for customer

Answer 2

Customer satifaction
Market share
number of complaints

Question 3

KPI for internal business

Answer 3

Quality standards
Capacity utilisation
error rate

Question 4

KPI for innovation & learning

Answer 4

New products
New patents registered
Staff training
employee satisfaction

Question 5

KPI for financial

Answer 5

Revenue growth
GPM
ROCE
Cost per unit