Hi,

I have been introduced to the concept of BSC very recently, my understanding of the concept hence maybe limited, so kindly bear with me.I have a doubt, you mention that all the four perspectives are important, however when it comes to developing matrices you are focussing on 3 and ignoring ( or so it appears to me) Learning & Growth. Please see the underlined text below which has given me this impression:-

A major consideration in performance improvement involves the creation and use of performance measures or indicators. Performance measures or indicators are measurable characteristics of products, services, processes, and operations the company uses to track and improve performance. The measures or indicators should be selected to best represent the factors that lead to improved customer, operational, and financial performance. A comprehensive set of measures or indicators tied to customer and/or company performance requirements represents a clear basis for aligning all activities with the company's goals. Through the analysis of data from the tracking processes, the measures or indicators themselves may be evaluated and changed to better support such goals."

Does that imply:-

That the performance evaluation on Learning & Growth is not relevant?

That it is not possible to develop a good tangible measure, because of various reasons like attrition, new technology...etc?

I am eager to know ;as I think the employees are (and have been)No doubt going to be the differentiators in the strive for customer satisfaction & thereby profitable business...The focus on employees is limited to employee satisfaction, but are there good measures of competence..learning & Grwoth....

Best regards,

Romi