Balanced scorecards

3 July 2013 at 21:45 Leave a comment

My mate Jack Kenward‘s thoughts on balanced scorecards:

The answer is, of course, ‘yes, but’.
The ‘standard’ balanced scorecard (‘financial, customer, process, learning’ – sometimes augmented by ‘environment’) is somewhat unbalanced in what it measures (the argument is that the standard four only measure what you can hope to control).
A more balanced starting point for a scorecard of measures is internal / external on one axis, quantitative / qualitative on the other; it’s easy to see where the standard categories fit in to this (the only slightly tricky one is ‘customer’, strictly speaking external, but usually place at the boundary with internal); from which it is easy to see what is being measured, and what isn’t, then either develop additional measures for the gaps, or at the very least be aware of the context for what is being measured.
So the answer is really ‘yes, if’ (if they are balanced and if they are contextualised).
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Entry filed under: analytics.

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