(i) Customer satisfaction perspective:The customer perspective considers how the organisation appears to existing and new customers. It aims to improvequality of service to customers and looks at cost, quality, delivery, inspection, handling, etc.(ii) Growth perspective:The learning and growth perspective requires the organisation to ask itselfwhether it can continue to improve and createvalue. If an organisation is to continue having loyal, satisfied customers and make good use of its resources, it mustkeep learning and developing.(iii) Financial success perspective:The financial perspective considers how the organisations create value for the shareholders. It identifies core financialthemes which will drive business strategy and looks at traditional measures such as revenue growth and profitability.(iv) Process efficiency perspective:The process perspective requires the organisation to ask itself the question ‘what must we excel at to achieve ourfinancial and customer objectives?’ It must identify the business processes which are critical to the implementation ofthe organisation’s strategy and aims to improve processes, decision making and resource utilisation. |
