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Balanced Scorecard
Long-Term
Vision

Financial
Growth

Short-Term

Measures

Targets

Increase
Customers

# of
Customers

% increase

Increase
Order Size

Average Sale

% increase

Increase
Frequency

Frequency of
Sale

% increase

New
Revenue

New Product
Revenue

% increase

Increase
Customer
Satisfaction

Customer
Satisfaction

% increase

Increase
Referals

Referal Rate

% increase

Increase
Frequency

Frequency

% increase

Reduce
Cycle Time

Cycle Time

% reduction

Reduce
Defects

Parts per
Million

% reduction

Reduce
Costs

Cost of
Waste &
Rework

% reduction

Balanced Scorecard
Customer

Measures
Quality

Learning &
Growth

Increase
Core Skills

Training

% increase

Increase
Systems
Availability

System Unavailability

% reduction

Strategic Themes
Build the Franchise
Grow Existing Business
Create value
Expand into new
products and services
Expand into new
markets and customers

Increase Customer
Value
Expand, Deepen or
Redefine Relationships

Reduce Delay

Public Trust

Value-added Solutions

Reduce Defects

Safety

Reduce Variation

Environment

Service Excellence

Achieve Operational
Excellence

Reduce Costs
Manage Suppliers

Be a Good Corporate
Citizen

Growth
"Revenue or Sales Growth"
Financial
Perspective

Productivity
Gross Profit/Labor Costs

Improve Shareholder Value

Revenue
Growth
Increase
Customer
Value

New
Revenue
Sources

Improve
Cost
Structure

Improve
Asset
Utilization

Customer
Perspective
Product Leadership
Customer Intimacy
Operational Excellence
Relationship
Image

Customer Value Proposition

Product/Service Attributes
Price

Quality

Functionality

Time

Service

Relationships

Brand

Internal
Perspective
Build the
Franchise

Increase
Customer Value

Operational
Excellence

Learning
and Growth
Perspective
Motivated and Prepared Workforce
Strategic
Competencies

Strategic
Technologies

Climate for
Action

Be a Good
Corporate Citizen

Vision World Class Leadership

Objectives
Satisfy
Shareholders

Measures

Increase Customers

Number of Customers % increase

Increase Order Size

Average Sale

Increase Frequency

Frequency of Sale
# New Products
Increase New Product Revenue % New Revenue
Delight
Customers

Effective
Processes

Motivated &
Prepared
Workforce

Targets

% increase
% increase
% increase

Increase Customer Satisfaction Customer Satisfaction % increase

Reduce Customer Complaints

Complaints

% reduction

Increase Referals

Number of Referrals

% increase

Increase Frequency

Frequency of Sale

% increase

Reduce Cycle or Lead Time

Cycle Time

% reduction

Reduce Defects

DPMO

% reduction

Reduce Costs

Cost of waste & rework % reduction

Increase Core Skills

Training

% increase

Reduce Employee Turnover

Turnover

% reduction

Increase Systems Availability

Unavailability

% reduction

Initiatives

Results

BALANCED SCORECARD
FINANCIAL
Metric

Description

Average Sale

Sales$ / #Sales

Month
Target

Month

YTD
Target

YTD

$61
$43

$61
$36

$61
$43

$61
$36

Month
Target

Month

YTD
Target

YTD

61%
30

59%
35

61%
30

46%
35

Month
Target

Month

YTD
Target

YTD

1%
13.0%

2.0%
14.0%

1%
13.0%

2.0%
22.0%

Month
Target

Month

YTD
Target

YTD

2.5%
2.5%

0.0%
0.0%

2.5%
2.5%

0.0%
0.0%

CUSTOMER
Output Metric

Description

PROCESS
Output Metric

Description

Scrap

PEOPLE
Output Metric

Description

Key:
Green: At or above target
Yellow: Missing target, but within sight
Red: Missing target by substantial margin

Yellow Target %
90%
90%

90%
30%

90%
110%

90%
90%