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John Moffat.
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Syed Ahsan Ali
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1) Is it true that Fitzgerald and Moon suggested non-financial performance measurement for service industries only?
2) Whereas, Balance Scorecard is used to measure financial and non-financial performance for both manufacturing industries and service industries?
3) Usually manufacturing companies prefer profitability indicator for performance measurement
But service companies look from the customer perspective as an indicator for performance measurement
Am I correct?
John Moffat
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They can both be used for service or manufacturing businesses, but Fitzgerald and Moon is primarily aimed at service businesses.
The point about both is that businesses should not just measure the profitability (which is as a result of the past) but should measure non-financial indicators also (because things like customer satisfaction is needed if they are to be more profitable in the future).
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