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Book ChapterDOI

Putting the balanced scorecard to work

Robert S. Kaplan, +1 more
- 01 Sep 1993 - 
- Vol. 71, Iss: 5, pp 134-142
TLDR
The balanced scorecard as discussed by the authors shows four different perspectives in which to choose measures that can redefine a company's processes measurement system so short term and long term objectives are in balance with each other.
Abstract: 
In this article Robert S. Kaplan and David P. Norton report on the Balance Scorecard. Before the Balanced Scorecard companies have used various measurement systems that have made incremental improvements and concentrated mostly on the company's financials. The Balanced Scorecard shows you four different perspectives in which to choose measures that can redefine a company's processes measurement system so short term and long term objectives are in balance with each other.  When using the Balanced Scorecard a company is no longer needs to worry about small incremental improvements, but a new processes measurement system that will allow a company to get where it wants to go.

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Citations
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Journal ArticleDOI

Attracting and retaining food servers: how internal service quality moderates occupational stigma.

Vivienne J. Wildes
- 01 Mar 2007 - 
TL;DR: In this article, the authors examined the abilities of internal service quality (ISQ) to moderate occupational stereotype for restaurant food servers and concluded that ISQ overcomes occupational stereotype to attract and retain food servers in the hospitality industry.
Journal ArticleDOI

Business Intelligence and Organizational Decisions

Thomas H. Davenport
- 01 Jan 2010 - 
TL;DR: It is suggested that loosely-coupled information and decision environments, while productive for information providers, may require too much knowledge on the part of information users to be effective.
Journal ArticleDOI

Police performance measurement: an annotated bibliography

Neena Tiwana, +2 more
- 30 Jan 2015 - 
TL;DR: In this article, the authors provide information to assist those involved in performance measurement in police organizations, and the strategies used to identify the literature are described, and they offer two conclusions: the measures best aligned with performance are typically more expensive, while most operational data should only provide contextual information.
Journal ArticleDOI

Material matters: assessing the effectiveness of materials management IS

Kristi Yuthas, +1 more
- 12 Jan 1998 - 
TL;DR: A laboratory experiment was conducted to examine the relationships between materials management performance, user satisfaction, and system usage and suggested that although satisfaction and usage are closely associated with performance, the relationships among the measures are not sufficiently strong to warrant their use as interchangeable measures of effectiveness.
Journal ArticleDOI

A Balanced Scorecard for Canadian Hospitals

G. Ross Baker, +1 more
- 01 Dec 1995 - 
TL;DR: A balanced scorecard approach can provide management with a comprehensive framework that turns an organization's strategic objectives into a coherent set of performance measures that reflect the factors that really matter to customers.