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The balanced scorecard in the Credit Card Association of China

Introduction

The balanced scorecard was a development by Kaplan and Norton (1996), which led to a change in performance measurement in many organisations. Although there have been a number of improvements and changes to the approaches used, it has still been adopted by many companies worldwide, as a suitable performance management tool. The scorecard does this by translating a strategic framework into operational terms, examining financial, customer and internal business processes, learning and growth aspects, then highlighting objectives, measures, targets and initiatives to achieve goals.

Using the balanced scorecard as a model, the organisation discussed in this chapter, a ...

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