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(Getting along with p5 thinking) want to make sure whether it would be appropriate to write that if balanced score card is used only for assessing performance of organisation and not used in performance appraisal of staff, it will be less effective.
The balanced scorecard is used to assess the performance of an organisation.
Ultimately, the performance of an organisation depends on the people involved. So if the customer perspective is poor then you have to find out why: poor training, poor sales people, poor systems, poor R&D, poor quality, poor delivery by your logistics company. Either people have to improve (eg better sales technique) or a manager has to take a decision to improve something (like buying new software).
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