This paper is based on a real life example of a department in a county council in the UK in 2002. The paper uses this simple example to raise generic issues of process definition and performance measurement. It then uses these issues to clarify the challenges in implementing a balanced business scorecard.
International Journal of Productivity and Performance Management – Emerald Publishing
Published: Apr 1, 2004
Keywords: Process analysis; Performance measures; Balanced scorecard; United Kingdom
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