Importance of reporting on business performance is unquestionable. Kaplan and Norton introduced the balanced scorecard in 1992 (Harvard Business Review) to help companies improve the management of intangible assets. How relevant is it today? Can you split all the measures into just four categories?

Financial – financial performance

• revenue,
• cash flow,
• operating margin,
• ROCE, etc.

Internal Processes – business efficiency, processes/operations

• productivity,
• quality,
• unit cost,
• returns/complaints, etc.

Organisational Capacity – knowledge, innovation and improvement (learning/growth)

• employee retention,
• effectiveness of communication systems,
• training effectiveness, etc.

Customer – customer satisfaction, customer’s perspective of the business

• customer loyalty,
• service rating,
• customer satisfaction,
• delivery on time, etc.

How do you report on performance in your company? Please share your feedback in the comments below.