A Balanced Set of Metrics

ScoreCards include a carefully chosen set of measures, or “metrics”, that track the key drivers of company profitability in real-time. Built on strategic themes, your ScoreCard is unique to your company’s business. ScoreCard metrics are balanced across the following areas:

1. Financial: Revenues, Margins, Cash Flow, Budgets, Headcount Growth, and Revenue per Employee
2. Market/Customer: New Customers, Repeat Business, Customer Penetration, Customer Satisfaction, Market Share
3. Process Excellence: Development Timelines, Product Quality, Order Speed and Accuracy, On-Time Delivery, Support Efficiency and Effectiveness
4. People Productivity: Hiring Effectiveness, Retention/Attrition, Development of Key Competencies and IT Tools, Morale, Line/Staff Ratios

In addition to the above, “Balance” has other shades of meaning, including:

• A balance of Leading and Lagging Indicators, and
• A balance between Strategic, Operational, and Problem-Oriented Metrics