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Improving Performance using the Balanced Scorecard Approach - Customer relations management Article
The article entitled: "Improving Performance using the Balanced Scorecard Approach" is in the Customer relations management Articles section of Operations Management Papers area...
ARTICLE DESCRIPTION: Government driven ‘top down’ targets, continue to attract criticism from people at the ‘coal face’, particularly in the education and health fields. The announcement of over-stated results recently in the private sector (eg. oil reserves), shows that ‘target’ setting is rife, with spectacular consequences following, when reality hits. Is there an alternative to business performance improvement from the ‘head office’ target driven approach to a process that actually drives improvement?
MORE INFO: Improving Performance using the Balanced Scorecard Approach Government driven ‘top down’ targets, continue to attract criticism from people at the ‘coal face’, particularly in the education and health fields. The announcement of over-stated results recently in the private sector (eg. oil reserves), shows that ‘target’ setting is rife, with spectacular consequences following, when reality hits. Is there an alternative to business performance improvement from the ‘head office’ target driven approach to a process that actually drives improvement? During the early part of the 20th century performance focus was primarily result driven and this did not matter as huge growth and demand dictated financial results, not the effectiveness of the underlying process. However, with maturity of manufacturing and commodity markets, internal processes and organisational culture it became a significant lever to financial outcomes.
PUBLISHER: Institute of Operations Management
Page number: 21 Word count: 1950
Vol 31 - No 06 - September 2005
The article can be downloaded in full from the publisher's site i.e. the Institute of Operations Management.
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