Beruflich Dokumente
Kultur Dokumente
Concept
Financial
Customer
Internal Processes
Learning and Growth
Why Balanced?
Asset Utilization.
Customer Perspective
Clarity about targeted customers and business
segments.
Core Outcome Measures (LAG) are
Market share
Customer retention
Customer acquisition
Customer satisfaction
Customer profitability
Dependent on customer value proposition (LEAD or
Performance drivers).
Product/service attributes
Image
Relationship
Internal Business Processes
Post-sale service
Learning and Growth perspective
Linkage to financials
VALUE CREATION CHAIN OR STRATGEY
MAP FOR LINCOLN
Higher margins
Higher ROI
FINANCIAL
Low cost of
production & sales Higher revenues
Quality premium
Low in process rejection Low attrition Innovative new products. Trained sales
INTERNAL rate Low training costs Employee suggestions team (customer
High productivity consultants)