Valuing the Relationship-Based Enterprise ◾ 453
All line functions need to reevaluate their old metrics to ensure that they are current with
the customer-centric and customer-responsive stances of the twenty-rst-century enterprises. We
discuss these issues next.
15.5 Balance Scorecard (BSC)
e BSC is a VBM system based on four distinct perspectives for evaluating the performance
of a company: nancial, customer, internal, and learning. e BSC aims to provide a balance
between the external and internal measures of performance, between short- and long-term objec-
tives, between nancial and nonnancial measures, and between lagging and leading indicators.
It is not limited to being merely a measurement and control system but has actually developed ...