Provides assistance to businesses in moving from ideas to action, achieving long-term goals, and obtaining feedback about strategy Provides the management system for companies to invest in the long term - in customers, in employees, in product development, and in systems - rather than managing the bottom line to pump up short-term earnings. This title attempts to change the way you measure and manage your business. Preface vii Measurement and Management in the Information Age 1(20) Why Does Business Need a Balanced Scorecard? 21(22) PART ONE: MEASURING BUSINESS STRATEGY 43(148) Financial Perspective 47(16) Customer Perspective 63(29) Internal-Business-Process Perspective 92(34) Learning and Growth Perspective 126(21) Linking Balanced Scorecard Measures to Your Strategy 147(20) Structure and Strategy 167(24) PART TWO: MANAGING BUSINESS STRATEGY 191(103) Achieving Strategic Alignment: From Top to Bottom 199(25) Targets, Resource Allocation, Initiatives, and Budgets 224(26) Feedback and the Strategic Learning Process 250(22) Implementing a Balanced Scorecard Management Program 272(22) Appendix: Building a Balanced Scorecard 294(19) Index 313(10) About the Authors 323