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Hello ! I don’t clearly understand the four perspectives of performance
Innovation and learning relates to new products , New techniques Tec ,Internal perspective relates to reducing overheads , Better process and such. Please do correct me if I am wrong
Can u explain what customer perspective and financial perspective is about ?
You need to watch our free lecture on this – I cannot simpl type out the lectures here.
Our free lectures are a complete course for Paper F5 and cover everything needed to be able to pass the exam well.
Thank you sir for the quick response.
I have watched the lecture but the example is on a building block model therefore I got confused with the customer perspective of the balanced scorecardYou are correct about the lecture – sorry 🙁
However the free lecture notes that go with the lectures do explain the Balanced Scorecard, with possible measures.
The financial perspective is effectively the same as Fitzgerald and Moons building block on financial.
The customer perspective is looking at what matters to customers, e.g. quality, speed of delivery, ease of ordering.
Obviously what is important to customers depends on the type of business, but think about yourself – suppose you were thinking of ordering books from Amazon (and online book seller). What are the things that would matter to you when deciding whether to buy from them?But i have a question john sir about customer perspective…this question came in to my mind when i was atempting a question of jun2013 name squarize..
Customer perspective is looking at what maters to a customer..and this is easily digetable for me that a business should also b good in this area if a business has to be successful..but when i atempted the squarize question..goal in customer perspective was to increase new customers/customers…i am now penic on that our goal should be customer related..the matters which matter to customer..the increase in no of customer maters to business not to customer..plz guide me..
In general I would agree with you (and remember that the examiners answers are only suggestions – as she writes, other suggestions could be valid).
However in this particular question, the company was changing what they offered customers and so from the customers perspective the only real way of seeing whether or not customers preferred it would be to see if the sales increased or not.
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