Balanced Scorecard Strategy For Dummies®

Chapter 12. Building the Internal Business Process Scorecard

<feature><title>In This Chapter</title>

• Getting to the right measures

• Building your internal process scorecards

• Decision making that hits the right mark

• Common mistakes made with internal business scorecards

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Ask a bunch of different people what they value in life, and chances are you will get a bunch of different answers. Ask your customers what they value in your products or services, and you will probably also get a bunch of different answers. When you boil it all down, however, these answers will pretty much come down to the same basic issues that make a difference for the effectiveness of any business: quality, cost, and time.

When using the Balanced Scorecard to improve the effectiveness of your own business, it is your job to understand your processes and how they create value in the eyes of your customers. After all, it all starts with customers — no customers, no business. Unless your primary business is monkey business. Let’s take a look at what might be some of the things that customers truly value, how they impact your processes, and how you can use scorecards to measure value creation.

In this chapter, we explore how to get in touch with the measures that are most important to your customers. We will also look at ways to focus on the issue of process variation, then build the Balanced Scorecard for internal processes and take a look at how to analyze it. Ready? Set. Go!

Finding the Right Measures for Internal ...