Balanced Scorecard. Financial Performance Measures. Some monetary measurement of income is used by virtually all businesses to assess performance Financial measures do not address issues of competitive reality Typical financial measures: 1) Cash flow 2) Return on Investment
How do we lookto the firm’s owners?
In which activities must we excel?
How do our customers see us?
Innovation andLearning PerspectiveHow can we continuallyimprove and create value?
“Empire Company Limited is committed to creating sustainable value through cash flow and income growth, and equity appreciation. “
What are possible financial performance measures for Sobeys?
“The management and employees of both our food retailing and real estate divisions are working in collaboration to support Sobeys’ goal of becoming widely recognized as the best food retailer in Canada.“
What are possible customer performance measures for Sobeys?
“Since becoming a public company in 1982, we have done that by focusing on businesses that we know and understand. These businesses – food retailing, real estate and corporate investments – will continue to be our foundation and focus.“
What are possible business and production process performance measures for Sobeys?
Organizationallearning and growth
1. Employee training2. Employee satisfaction3. Employee turnover4. Innovativeness5. Opportunities for improvement
“With so many job and career options, you are bound to find one that fits your lifestyle and life stage. Here are some of the perks – in case you need more convincing that Sobeys is a great place to work.“
What are possible learning and growth performance measures for Sobeys?
"To succeed financially, how should we appear to our stakeholders?”
"To achieve our vision, how should we appear to our customers?”
Internal Process Perspective
"To satisfy customers, and stakeholders, which internal business processes are critical?”
People and Knowledge Perspective
"To achieve our vision, how will we sustain our ability to change and improve?”Connecting the Four Perspectives
Strategic Theme: Revenue Growth
To succeed financially, howshould we appear to ourstakeholders?
Broaden Revenue Mix
To achieve our vision, howshould we appear to ourcustomers?
Increase Customer Confidence in Our Advice
Internal Business Process
To satisfy our stakeholders
and customers in what business
processes must we excel?
Understand Customer Segments
Develop New Products
Cross-Sell the Product Line
People and Knowledge
To achieve our vision, howwill we sustain our abilityto change and improve?
Increase Employee Productivity
Develop Strategic Skills
Access to Strategic Information
Align Personal Goals
#1 in indy.
World Class Internal Product Development
Stable High-Talent WorkforceBalanced Scorecard
Strategic Theme: Internal Product Development
People & Knowledge