1. 10 Balanced Scorecard Chapter Financial and non-financial measures Short-run and long-run performance to assess

2. Digging deeper into success factors Financial  return on investment  revenue growth Customer  customer satisfaction  market share Internal business process  number of new products  on-time delivery % Learning and Growth  employee training  employee satisfaction

3. A Good Balanced Scorecard  closely tied to strategy  specific, measurable objectives  understandable  parsimonious

4.  identify good non-financial measures (linked to financial performance)  recognize trade-offs across measures  include objective & subjective measures  use the entire scorecard in the evaluation of managers Balanced Scorecard Challenges