Formerly people think that the Financial Measurement [EVA, revenue growth, costs, profit margins, cash flow, net operating income, etc.] is the most important thing in business. But by the discoverers, Drs. Robert Kaplan (Harvard Business School) and David Norton, it turns out that there are several other factors that also need to be measured to make the financial measurement “balance”, so that the VISION and STRATEGY can be achieved. They are:
• Customer perspective [Delivery Performance to Customer - by Date, Delivery Performance to Customer - by Quality, Customer satisfaction rate, customer retention];
• Internal process perspective [Number of Activities, Opportunity Success Rate, Accident Ratios, Overall Equipment Effectiveness]; and
• Learning and growth perspective [Investment Rate, Illness Rate, Internal Promotions, Employee Turnover, Gender / Racial Ratios]