Developing A Balance View Of Measurement
from Pink Elephant - The IT and ITIL Service Management Experts Hosted by Pink Elephant
To truly understand the health and welfare of anything one must look at it from multiple perspectives. This statement summarizes the position of a best practice measurement model called the balanced Score Card documented by Kaplan and Norton. The traditional BSC method is a strategic approach and performance management system that enables organizations to translate a company's vision and strategy working from four perspectives: Financial perspective, Customer perspective, Business process perspective, Innovation: Learning and growth perspective. Pink Elephant has expanded on this approach and gone one level deeper under the Business Process Perspective and have expanded this area of measurement into four additional measurement quadrants. Value: Is the process objective being achieved? Quality: Are the process activities being executed according to pre-defined quality parameters? Performance/Throughput: Is the process being done at a rate of speed that meets targets? Compliance: Is the process being done consistently by all parties within the process Scope?
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