Balanced Scorecard

Long-Term Short-Term Measures Targets

Vision Financial Increase # of

Customers Customers % increase
Growth

Increase Average
% increase
Order Size Sale

Increase Frequency of
Sale % increase
Frequency

New New Product

% increase
Balanced Revenue Revenue
Scorecard
Increase
Customer
Customer Customer % increase
Satisfaction
Satisfaction

Increase
Referals Referal Rate % increase

Increase
Frequency % increase
Frequency

Measures

Reduce
Quality Cycle Time % reduction
Cycle Time

Reduce Parts per

% reduction
Defects Million

Cost of
Reduce
Waste & % reduction
Costs
Rework

Learning & Increase

Core Skills Training % increase
Growth

Increase
System Un-
Systems % reduction
availability
Availability