Perhaps the biggest, and most common, mistake I see in strategy map and balanced scorecard design, is failing to describe the objectives in the external customer perspective, from the perspective of those customers. This sounds obvious: after all it is called the...
Both lean thinking and the balanced scorecard are very popular techniques, which on closer inspection overlap in their thinking and approach. Of course this is reassuring because both approaches are based on a degree of common sense. It is also true of six sigma...
Reading reviews of John Kay’s latest book Obliquity, they bring out how the theme of the book is that route to success is often through the search for something else: Taking the oblique route. It is a paradox, he says, that to achieve objectives you are better...
Making sure your balanced scorecard’s customer perspective actually represents what customers say they want. I recently came across an article on the balanced scorecard on the website mycustomer.com. However I think it missed an awful lot out about how to handle...
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