Balanced Scorecard 101: Your Guide to Strategic Success

Beyond the traditional confines of financial reports lies a powerful tool that can revolutionize your strategic planning and execution: the Balanced Scorecard. It's a holistic approach that moves beyond profit margins and shareholder value, encompassing customer satisfaction, internal processes, and learning & growth. Think of it as a comprehensive health check for your organization, providing a balanced perspective on what truly drives success. This guide will unpack the four key perspectives of a Balanced Scorecard, offering practical strategies and real-world examples to help you implement this framework effectively. Whether you're a seasoned strategist or just beginning your journey, this guide will equip you with the knowledge and tools to leverage the Balanced Scorecard for optimal organizational performance.

Key Takeaways

• See the big picture with a Balanced Scorecard: Integrating financials with customer insights, internal operations, and growth initiatives gives you a well-rounded view of your organization's performance, not just the bottom line.
• A Balanced Scorecard is your strategy's GPS: It guides execution by connecting high-level goals to daily tasks, ensuring everyone understands their role and how it contributes to overall success. Regular check-ins and adjustments keep your strategy on track.
• The right software makes all the difference: Choose a platform that's easy to use, works with your existing systems, and offers clear, insightful reporting. This empowers everyone in your organization to understand and use data to drive better results.

What is a Balanced Scorecard?

Definition and Purpose

A Balanced Scorecard (BSC) is a strategic planning and management system used to align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals. It provides a "balanced" view by integrating financial measures with other key perspectives such as customer satisfaction, internal processes, and learning & growth. Think of it as a comprehensive snapshot, going beyond traditional financial metrics to offer a more holistic understanding of your organization's health. Instead of solely focusing on profit margins, a Balanced Scorecard encourages you to consider how you're serving your customers, optimizing internal operations, and fostering a culture of innovation. This multifaceted approach ensures that all aspects of your organization are working in harmony to achieve your strategic objectives. Want to streamline your Balanced Scorecard process? Explore ClearPoint Strategy's Balanced Scorecard software features.

Origins and Evolution

The Balanced Scorecard, as we know it today, originated from the work of Drs. Robert Kaplan and David Norton in the early 1990s. Recognizing the limitations of relying solely on financial metrics, they developed the BSC to provide a more "balanced" view of performance, incorporating non-financial measures that drive future success. Initially designed for for-profit businesses, the framework quickly gained traction and has since been adopted by non-profits, government agencies, and organizations across various sectors globally. Over the years, the Balanced Scorecard has evolved beyond a simple measurement system, becoming a robust strategic management tool that helps organizations translate their strategy into actionable initiatives, track progress towards objectives, and drive continuous improvement. This evolution reflects the growing understanding that long-term success requires a holistic approach, considering not just financial outcomes but also the underlying processes and capabilities that enable them. At ClearPoint Strategy, we've witnessed this evolution firsthand, helping organizations leverage the Balanced Scorecard to achieve their strategic goals. Learn more about our approach to strategy execution.

The Four Perspectives of a Balanced Scorecard

Just like a well-rounded athlete trains different muscle groups, a Balanced Scorecard strengthens your strategy by focusing on four key perspectives. These perspectives offer a holistic view of your organization's performance, ensuring you're not just financially sound but also customer-centric, operationally efficient, and poised for future growth. Think of it as a compass guiding you toward well-rounded organizational health.

Financial Perspective

The Financial perspective is the bedrock of the Balanced Scorecard. It answers the question: How do we look to shareholders? This perspective focuses on traditional financial metrics like revenue growth, profit margins, and return on investment (ROI). While financial health is essential, the Balanced Scorecard recognizes it's not the only measure of success. ClearPoint Strategy’s reporting tools can help you track these metrics efficiently and create impactful reports. For publicly traded companies, these metrics are often tied to shareholder value and market performance.

Customer Perspective

Happy customers are the lifeblood of any successful business. The Customer perspective asks: How do customers see us? This perspective zeroes in on metrics like customer satisfaction, retention rates, and market share. Understanding your customers' experience is key to building loyalty and gaining a competitive edge. For example, a software company might track customer churn rate or the Net Promoter Score (NPS) to gauge customer loyalty and identify areas for improvement. Strong customer relationships often translate to positive word-of-mouth referrals and increased brand recognition.

Internal Processes Perspective

This perspective looks inward, asking: What must we excel at? The Internal Processes perspective examines the efficiency and effectiveness of your internal operations. It focuses on the processes that deliver value to customers, ensuring smooth operations and the achievement of strategic objectives. This might involve streamlining production processes, optimizing supply chain management, or improving product development cycles. For example, a manufacturer might track production efficiency or defect rates to identify bottlenecks and improve quality control. ClearPoint’s strategy execution software can help you manage and monitor these internal processes effectively.

Learning & Growth Perspective

The Learning & Growth perspective is about building a foundation for future success. It asks: Can we continue to improve and create value? This perspective emphasizes employee training and development, a strong organizational culture, and technological advancements. Investing in your people and systems ensures adaptability and innovation in a constantly evolving business landscape. This might involve tracking employee satisfaction, measuring investment in research and development, or assessing the adoption of new technologies. For example, a company focused on innovation might track the number of new patents filed or the percentage of revenue generated from new products. This perspective ensures your organization is not just performing well today but is also equipped to thrive tomorrow.

How a Balanced Scorecard Works

A Balanced Scorecard isn't a static document; it's a dynamic system driving strategic execution. Think of it as your organization's GPS, guiding you toward your destination with clear directions and real-time feedback. It translates your overarching strategy into actionable steps, ensuring everyone understands their role in achieving shared objectives. At ClearPoint, we've witnessed how this framework helps organizations move from abstract aspirations to concrete results. Our co-founder, Ted Jackson, often emphasizes, "Strategy execution isn't about checking boxes, but making meaningful progress towards clearly defined goals." The Balanced Scorecard facilitates this progress by breaking down complex strategies into manageable pieces.

Translate Strategy into Action

The Balanced Scorecard bridges your high-level strategic goals with your teams' daily activities. It provides a framework for cascading your strategy throughout the organization, ensuring everyone works towards the same objectives. This alignment is crucial for maximizing efficiency and minimizing wasted effort. As the Balanced Scorecard Institute notes, the Balanced Scorecard "helps communicate goals, align daily work with strategy, prioritize tasks, and track progress." This structured approach ensures every team member understands how their individual contributions impact the bigger picture, much like a well-conducted orchestra where each musician plays their part in harmony. ClearPoint Strategy's platform enhances this process with a centralized hub for tracking progress and communicating updates, keeping everyone aligned. For a deeper dive into Balanced Scorecard fundamentals, explore the Balanced Scorecard Basics from the Balanced Scorecard Institute.

Key Performance Indicators (KPIs)

Key Performance Indicators (KPIs), quantifiable metrics used to measure progress toward strategic objectives, are at the heart of the Balanced Scorecard. These KPIs provide a tangible way to track performance and identify areas for improvement, acting as your organization's pulse with real-time insights into strengths and weaknesses. The Corporate Finance Institute explains, "The Balanced Scorecard uses KPIs to measure success in each area. It helps companies see their strengths and weaknesses, set goals, and track progress toward those goals." Choosing the right KPIs is essential for measuring what truly matters. For example, if improving customer satisfaction is a strategic objective, you might track metrics like Net Promoter Score (NPS) or customer churn rate. ClearPoint's platform lets you easily define, track, and visualize KPIs, simplifying performance monitoring and trend identification. To learn more about KPIs within the Balanced Scorecard framework, check out this resource from the Corporate Finance Institute.

Strategy Maps

Visualize the relationships between your strategic objectives and KPIs using a Strategy Map. This visual representation clarifies how different parts of your organization contribute to the overall strategy—a roadmap showing the interconnectedness of your initiatives and how they lead to your desired destination. Harvard Business School Online describes the Strategy Map as "a visual diagram showing how each area connects and contributes to the overall strategy. The Strategy Map shows cause-and-effect relationships." This visual approach simplifies understanding and communicating your strategy's logic. ClearPoint's software streamlines creating and managing Strategy Maps, allowing easy strategy visualization and progress tracking. For a more detailed explanation of Strategy Maps and their role, visit HBS Online for their insights.

Benefits of a Balanced Scorecard

A Balanced Scorecard is more than just a performance measurement system; it's a strategic management system. Think of it as a GPS for your organization, guiding you toward your destination by providing a clear roadmap and real-time feedback. Let's explore some key advantages:

Improve Strategic Alignment

One of the most significant benefits of using a Balanced Scorecard is the improved alignment it creates between your strategic objectives and day-to-day operations. How often have you seen teams working diligently, yet their efforts don't contribute to the overall strategic goals? A Balanced Scorecard bridges this gap. By connecting high-level objectives with meaningful Key Performance Indicators (KPIs), everyone in the organization understands how their work contributes to the bigger picture. This shared understanding fosters a sense of purpose and drives collective effort toward common goals, as highlighted by industry experts. At ClearPoint, we've seen firsthand how this alignment transforms teams, creating a unified force focused on achieving strategic success.

Enhance Performance Tracking

How do you know if you're truly making progress? A Balanced Scorecard provides the answer. It empowers you to move beyond traditional financial metrics and incorporate a range of perspectives, offering a more comprehensive view of performance. By tracking both financial and non-financial indicators, you gain a deeper understanding of what's driving success (or hindering it). This data-driven approach enables you to identify areas for improvement, make necessary adjustments, and ensure that your strategies are on track. ClearPoint's clients often tell us that this enhanced tracking capability is like having a finger on the pulse of their organization, providing the insights they need to stay ahead of the curve. For more on performance tracking, explore our resources on measuring strategic progress.

Improve Decision-Making

In today's complex business environment, effective decision-making is paramount. A Balanced Scorecard equips you with the data and insights you need to make informed choices. By presenting a holistic view of your organization's performance, it allows you to identify trends, spot potential roadblocks, and evaluate the impact of different strategies. This clarity empowers you to make proactive decisions that drive growth and create long-term value. This focus on continuous improvement and innovation is key to sustained success. At ClearPoint, we've built our platform to facilitate this process, providing the tools and resources you need to make data-driven decisions with confidence. For practical tips on strategic decision-making, check out our guide to data-driven decisions.

Gain a Holistic View of Organizational Performance

Traditional performance management often focuses narrowly on financial results. A Balanced Scorecard breaks down these silos, offering a multi-dimensional perspective that encompasses financial, customer, internal processes, and learning & growth. This holistic view provides a more accurate and nuanced understanding of organizational performance. By considering these diverse perspectives, you can identify hidden strengths and weaknesses, uncover opportunities for innovation, and develop strategies that address the root causes of performance issues. This comprehensive approach is widely used across various industries, demonstrating its effectiveness in driving organizational success. ClearPoint's platform is designed to support this holistic approach, providing a centralized hub for all your strategic data and insights. Learn more about how ClearPoint facilitates a holistic approach to strategy execution.

Implement a Balanced Scorecard: A Step-by-Step Guide

Ready to put the Balanced Scorecard into action? Here’s a practical guide to get you started:

Create a Strategy Map

A strategy map visually represents your organization's strategy, showing how different areas connect and contribute to overall objectives. Think of it as a roadmap highlighting the cause-and-effect relationships between your strategic goals. This visual approach clarifies how each objective aligns with your organization's mission, making the Balanced Scorecard more than just a list of metrics. It becomes a cohesive, actionable tool. For a deeper dive into strategy mapping, explore ClearPoint’s resources on strategy maps.

Select Appropriate KPIs

Key Performance Indicators (KPIs) are the quantifiable metrics used to measure progress across your Balanced Scorecard perspectives. Choosing the right KPIs is crucial. They should be relevant to your strategic objectives, measurable, achievable, and time-bound. Consider KPIs that reflect leading indicators (predictive measures) and lagging indicators (outcome measures) for a comprehensive view of performance. ClearPoint’s KPI resources offer valuable insights into selecting and managing KPIs effectively.

Set Targets and Initiatives

With your KPIs in place, define specific, measurable, achievable, relevant, and time-bound targets for each. These targets provide direction and motivate teams to strive for success. Alongside targets, outline strategic initiatives—the action plans required to achieve those targets. This combination of targets and initiatives creates a clear path forward, ensuring everyone understands what needs to be done and how their work contributes to the bigger picture. For practical tips on setting effective targets, see ClearPoint’s articles on goal setting.

Cascade the Scorecard

Cascading the Balanced Scorecard involves translating the high-level scorecard down to different levels of your organization. This ensures alignment across departments, teams, and even individuals. By connecting individual goals to the overall strategy, you create a sense of shared purpose and accountability. Everyone understands how their contributions impact the organization's success, fostering a cohesive and results-oriented culture. ClearPoint’s case studies demonstrate how organizations have successfully cascaded their scorecards to drive strategic alignment.

Common Challenges and Solutions

Implementing a Balanced Scorecard, like any significant organizational change, comes with its hurdles. Let's explore some common challenges and how to overcome them, ensuring a smoother transition and maximizing the benefits of your Balanced Scorecard.

Overcome Resistance to Change

People naturally resist change. Introducing a Balanced Scorecard can disrupt established routines and create uncertainty among employees. This resistance might look like pushback against new processes, skepticism about the scorecard's value, or a general reluctance to adopt new ways of working. To address this, fostering a sense of ownership is key. Involve employees early in the process, transparently communicating the rationale and benefits of using a Balanced Scorecard. Encourage open dialogue to address concerns and create a safe space for feedback. When team members feel heard and understand the "why" behind the change, they're more likely to embrace the Balanced Scorecard as a tool for collective success. Remember, change management is crucial for any successful implementation. For more insights on managing organizational change, explore ClearPoint's resources on strategy execution.

Select KPIs Effectively

One of the most critical steps in implementing a Balanced Scorecard is selecting the right Key Performance Indicators (KPIs). Choosing ineffective KPIs can lead to misaligned efforts, inaccurate progress measurement, and ultimately, hinder strategic success. The Balanced Scorecard framework categorizes business strategy into four perspectives: financial, customer, internal processes, and learning & growth, ensuring a holistic view of organizational performance. However, within each perspective, you must choose KPIs that truly reflect your strategic objectives. For example, if improving customer satisfaction is a key goal, a relevant KPI might be customer retention rate or Net Promoter Score (NPS). Generic KPIs that don't directly link to your strategy won't provide meaningful insights. ClearPoint Strategy offers expert guidance on KPI selection, helping you choose metrics that drive impactful results.

Ensure Leadership Commitment

Leadership commitment is paramount to the success of any Balanced Scorecard initiative. Without active involvement from the top, the scorecard can be perceived as just another initiative, destined to fade away. Leaders must champion the Balanced Scorecard, demonstrating its value and ensuring alignment across the organization. This includes actively participating in the implementation process, regularly reviewing progress, and holding teams accountable for achieving their targets. When leaders visibly support the Balanced Scorecard, it sends a clear message that strategic execution is a priority, fostering a culture of accountability and driving meaningful change. ClearPoint's leadership alignment resources can help your organization build a strong foundation for strategic success.

Foster Employee Engagement

Even with leadership buy-in, a Balanced Scorecard won't thrive without employee engagement. Team members need to understand how the scorecard connects to their daily work and how their contributions impact the overall strategic objectives. Investing in communication and training is essential. Ensure employees understand the Balanced Scorecard, its benefits, and how it aligns with the organization's goals. This clarity empowers them to take ownership of their roles in achieving strategic success. Regular communication and feedback loops are also crucial. Provide opportunities for employees to share their insights, challenges, and successes. This not only fosters a sense of ownership but also provides valuable feedback for continuous improvement. ClearPoint Strategy offers tools and resources to help you effectively communicate your strategy and engage employees in the process.

Maximize Balanced Scorecard Effectiveness

Once your Balanced Scorecard is up and running, the work doesn’t stop there. Think of your scorecard as a living document—it needs regular attention and adjustments to stay relevant and effective. Here’s how to ensure your Balanced Scorecard continues driving your strategy forward:

Review and Adjust Regularly

Just like any strategic initiative, your Balanced Scorecard isn’t a “set it and forget it” tool. Regular reviews are crucial. The Balanced Scorecard Institute emphasizes the importance of this, noting that organizations should establish a routine for evaluating performance metrics and making necessary adjustments. This dynamic approach ensures your scorecard remains aligned with your evolving goals and the ever-changing market landscape. At ClearPoint, we recommend reviews at least quarterly, but many of our clients find value in monthly or even bi-weekly check-ins, especially during periods of rapid change or growth. These reviews should involve key stakeholders from across the organization to gain diverse perspectives and ensure buy-in. Ask yourselves: Are our targets still relevant? Are our KPIs still giving us the insights we need? Are there emerging trends we need to account for? This ongoing dialogue keeps your strategy agile and responsive. For more insights on adapting your strategy, explore ClearPoint's resources on strategic planning.

Leverage Technology for Data

In today’s data-driven world, technology is your ally in maximizing Balanced Scorecard effectiveness. Forbes highlights the power of performance management software in automating data collection and analysis. This automation frees up your team to focus on strategy, not spreadsheets. Real-time data visibility empowers faster, more informed decision-making and accurate reporting. ClearPoint’s strategy execution platform, for example, integrates seamlessly with various data sources, automatically pulling in the KPIs you need to monitor progress and identify areas for improvement. This streamlined approach not only saves time but also reduces the risk of human error, ensuring data accuracy and reliability. Learn more about how ClearPoint streamlines data integration for efficient performance tracking.

Customize the Scorecard

One size doesn’t fit all when it comes to Balanced Scorecards. Spider Strategies rightly points out that organizations should tailor their scorecards to reflect their unique strategic objectives and operational realities. Customization ensures relevance and allows you to measure the specific factors that drive success in your industry. Consider your organization's specific context, industry benchmarks, and competitive landscape. What KPIs truly matter for your success? What targets will stretch you but remain achievable? By customizing your Balanced Scorecard, you create a powerful tool that reflects your unique strategic DNA and empowers you to achieve your specific goals. ClearPoint’s flexible platform allows for this customization, enabling you to build a scorecard that truly reflects your organization’s unique needs and aspirations. Explore ClearPoint's case studies to see how organizations across various industries have tailored their Balanced Scorecards for optimal performance.

The Future of Balanced Scorecards

Like any robust management tool, the Balanced Scorecard must adapt to the evolving business landscape. As technology advances and market dynamics shift, organizations must ensure their scorecards remain relevant and insightful. This evolution hinges on two key pillars: integrating emerging technologies and adapting to changing business realities.

Integrate Emerging Technologies

The Balanced Scorecard has always been about data-driven decision-making. Now, emerging technologies offer unprecedented opportunities to enhance how we collect, analyze, and interpret that data. Think of it as upgrading your strategy’s GPS—ClearPoint’s specialty—with real-time traffic updates and predictive routing. Integrating technologies like AI and advanced analytics with your Balanced Scorecard can refine your metrics, automate data collection, and provide predictive insights, ensuring your strategy stays ahead of the curve. As Forbes highlights, integrating these technologies allows for more informed decision-making, crucial for navigating today's complex business environment. Imagine having a ClearPoint dashboard that not only tracks your current performance but also anticipates future trends and suggests proactive adjustments. That’s the power of integrating emerging technologies. Leveraging these advancements, as discussed in Performance Magazine, ensures your scorecard metrics remain actionable in a rapidly changing technological landscape.

Adapt to Changing Business Landscapes

The business world is in constant flux. Market trends, customer expectations, and competitive landscapes shift with remarkable speed. Your Balanced Scorecard must be agile enough to adapt to these changes. This means regularly reviewing and adjusting your scorecard’s perspectives, metrics, and targets to reflect new realities. Just as a ship adjusts its course in response to changing winds and currents, your Balanced Scorecard must remain flexible and responsive to the dynamic business environment. As Spider Strategies points out, the Balanced Scorecard is a vital tool for maintaining a competitive advantage, and its adaptability is key to its continued effectiveness. This also means fostering a culture of change management within your organization. Addressing resistance to change, securing leadership buy-in, and ensuring alignment with evolving strategic objectives are crucial for successful Balanced Scorecard implementation, as emphasized by BSS Africa. At ClearPoint, we’ve seen firsthand how organizations that embrace this adaptability are better equipped to achieve long-term success.

Choose the Right Balanced Scorecard Software

So, you’re ready to implement the Balanced Scorecard and see its impact on your strategy execution. Great! But before you dive in, there’s one crucial decision: choosing the right software. The right platform can mean the difference between a Balanced Scorecard that truly empowers your organization and one that’s underutilized. This section breaks down the essential factors to consider.

Key Features

Think of Balanced Scorecard software as the engine room of your strategy. It’s where you translate strategic objectives into measurable actions, track progress, and gain the insights needed to adapt. The right software should, at a minimum, allow you to define and track Key Performance Indicators (KPIs) across your four perspectives. As the Corporate Finance Institute notes, KPIs are essential to the Balanced Scorecard, providing quantifiable metrics for success in each area and revealing both strengths and weaknesses. Look for features that let you easily input, visualize, and analyze these KPIs, so you can quickly grasp performance trends and identify areas for improvement. At ClearPoint, we’ve found that automated reporting and real-time dashboards are invaluable, providing at-a-glance visibility into strategic performance. This empowers teams to make informed decisions and stay agile.

Compatibility

Not all software is created equal, and compatibility is key. Your Balanced Scorecard software should integrate seamlessly with your existing systems. Consider the tools you currently use for data collection, reporting, and project management. Does the software offer integrations with your CRM, ERP, or other critical platforms? Seamless data flow between systems eliminates manual data entry, reduces errors, and ensures everyone is working with the most up-to-date information. The Strategy Institute points out the Balanced Scorecard’s widespread use across various sectors, highlighting the need for software that can adapt to the unique demands of your industry. Whether you’re in healthcare, government, or the private sector, your chosen platform should support your specific workflows and reporting requirements. ClearPoint, for example, is designed to be flexible and adaptable, catering to the diverse needs of our clients.

User-Friendly Interface and Reporting

Even the most powerful software is useless if it’s too complex to use. A user-friendly interface is crucial for adoption and engagement across your organization. Look for intuitive navigation, clear visualizations, and easy-to-understand reports. The goal is to empower everyone, from frontline employees to senior leaders, to access and interpret the data they need to contribute to strategic success. Quality Sifu shares a case study of an organization that successfully implemented a Balanced Scorecard, emphasizing the importance of clarity and focus. Their success hinged on user adoption across all levels, leading to improved performance and a stronger corporate culture. This highlights the importance of software that’s not just powerful but also accessible and engaging. ClearPoint’s intuitive design and customizable dashboards make it easy for everyone to understand and interact with strategic data, fostering a data-driven culture and driving better results. Remember, the true power of the Balanced Scorecard lies not just in the data itself, but in the ability to communicate that data effectively and inspire action.

Related Articles

• How to Create a Balanced Scorecard: Step-by-Step Guide
• Balanced Scorecard Software: Boost Strategy Execution & KPIs
• What Is A Balanced Scorecard? A Definition and User’s Guide
• 7 Challenges of Implementing a Balanced Scorecard & How to Solve
• Balanced Scorecard: Key Benefits and Drawbacks Explained

Frequently Asked Questions

What's the simplest way to explain the Balanced Scorecard? It's a strategic management system that goes beyond just financial metrics to give you a complete picture of your organization's performance. It helps you connect your day-to-day activities with your long-term goals, ensuring everyone's working towards the same objectives. Think of it as a GPS for your business, guiding you towards success by providing a clear roadmap and real-time feedback.

How does a Balanced Scorecard differ from traditional performance management? Traditional methods often focus solely on financial results. A Balanced Scorecard takes a more holistic approach, incorporating customer satisfaction, internal processes, and learning & growth alongside financial metrics. This broader perspective provides a more accurate and nuanced understanding of your organization's overall health and potential for future success.

What are some common pitfalls when implementing a Balanced Scorecard, and how can I avoid them? Resistance to change, selecting ineffective KPIs, and lack of leadership commitment are common challenges. To overcome these, involve your team early on, clearly communicate the benefits, choose KPIs that truly reflect your strategic objectives, and ensure your leadership team actively champions the process. ClearPoint Strategy offers resources and support to help you navigate these challenges and ensure a successful implementation.

How can technology enhance the effectiveness of my Balanced Scorecard? Modern software automates data collection, analysis, and reporting, freeing up your team to focus on strategy, not spreadsheets. Real-time dashboards and reporting tools provide immediate insights into performance, empowering faster, more informed decision-making. ClearPoint's platform, for example, integrates with your existing systems to streamline data flow and provide a centralized hub for all your strategic information.

How can I ensure my Balanced Scorecard stays relevant and effective in the long run? Regularly review and adjust your scorecard to reflect evolving business realities and integrate emerging technologies like AI and advanced analytics to enhance insights and predictive capabilities. Think of it as regularly updating your GPS maps to ensure you're always on the most efficient route to your destination. ClearPoint Strategy provides ongoing support and resources to help you adapt your Balanced Scorecard and maximize its long-term value.