BSC performance measures - examples
Customer Perspective:
Customer satisfaction, customer retention rate, account share; market share; no. of customer complaints
Learning and growth:
Staff turnover, employee loyalty; employee satisfaction; no. of hours on training and development
Internal processes
Ontime delivery % of sales order; set-up time; rate of establishing new distribution channels; rework amount; manufacturing lead time
Customer satisfaction, customer retention rate, account share; market share; no. of customer complaints
Learning and growth:
Staff turnover, employee loyalty; employee satisfaction; no. of hours on training and development
Internal processes
Ontime delivery % of sales order; set-up time; rate of establishing new distribution channels; rework amount; manufacturing lead time
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