balanced scorecard

balanced scorecard

Definition: (ITIL Continual Service Improvement) A
management tool developed by Drs Robert
Kaplan (Harvard Business School) and David
Norton. A balanced scorecard enables a
strategy to be broken down into key
performance indicators. Performance against
the KPIs is used to demonstrate how well the
strategy is being achieved. A balanced
scorecard has four major areas, each of
which has a small number of KPIs. The same
four areas are considered at different levels
of detail throughout the organization.