Performance Scorecards: Measuring the Right Things in the Real World

Introduction

Performance Scorecards allow your company to manage more successfully and achieve greater results by focusing on the “vital few” measures that matter to your customers, your employees, and your stakeholders. Scorecards support deployment of business strategies, provide visibility on process problems, and help ensure that customers' needs are met.

Organizations that effectively manage measures achieve superior business results. Numerous studies support this intuitive claim. Morgan and Schiemann (1999) state that “high-performing companies tend to be better at people management and measurement than other organizations” (p. 47). In a News Commentary in Quality Progress (1996), Steven Hronec, worldwide director of Arthur Andersen's performance ...