Relevance assumed
3 important questions on Relevance assumed
What is the balanced score card?
- Introduced by Kaplan & Norton in 1992
- Coming from the financial / controlling discipline: steering on financials alone is like steering on the rear view mirror only
- Well-known & popular measurement system, balancing finacial and non-financial measures
What are the 4 x 4 quadrants
- Financial
- Customer
- Internal business processes
- Learning and growth
- al with objectives, measures, targets and initiatives
What was the balanced scorecard for rechtsbijstand?
- Cost effectiveness -> outsourcing/output&employees/Fixed fee
- Processes -> average time from start to finish - number of cases won
- Innovation & growth -> training, flexible work, successful projects
- Stakeholders (employees/customers) -> customer and employees satisfaction, colleagues for colleagues balance experience
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