Originally published: 22/01/2018 14:05
Last version published: 02/03/2018 15:31
Publication number: ELQ-33790-2
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How to Build a Balanced Scorecard with KPIs

Learn, by using a customer service example, how to build a balanced scorecard.

This video talks about how to create a balanced scorecard for a business unit, particularly for customer service. Customer service is a good, universal example as most businesses incorporate it within their practice.

By the end of this video, you will be able to create your own business score card step-by-step, to analyse any business process and think about it from a strategic standpoint. Furthermore, you will be able to use your balanced scorecard to improve your strategic execution process.

This process includes:
1. Modeling to understand current strategy
2. Mapping business objectives
3. Discovering indicators & KPIs to monitor the progress towards the goals

Video length: 1:04:30

This Best Practice includes
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