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哈佛商学院出版社定期出版3～4本小册子,其中之一就是《BalancedScorecard》(平衡计分卡),这种管理方法,可以让经理人从以下4个重要视角来审视企业: 1 客户视角(客户如何看待我们):客户关心的问题可以分为4类:时间、质量、性能和服务、成本。要在以上方面确立目标,并将目标转换成具体的衡量指标。 2 内部视角(我们必须在何处追求卓越):管理者需要把注意力放在那些能够确保满足客户需要的关键的内部经营活动上。内部衡量指标应当来自对客户满意度最大的业务流程。 3 创新与学习视角(我们能否提高并创造价值):公司创新、提高和学习
Harvard Business School publishes three to four booklets on a regular basis, one of which is the BalancedScorecard, a management approach that allows managers to look at the business from four important perspectives: 1 Customer perspective (What customers think of us): Customer concerns can be divided into four categories: time, quality, performance and service, costs. To set the goal in the above areas, and the target into a specific measure. 2 Inside Perspectives (Where We Must Pursue Excellence): Managers need to focus on the key internal business activities that ensure that their needs are being met. Internal metrics should come from business processes that are most customer-friendly. 3 Innovation and learning perspectives (Can we improve and create value): Company innovation, improvement and learning