Prior to beginning work on this discussion, review Chapter 12, Chapter 14, and the lecture for Week 2.
Discuss how a Balanced Scorecard approach enables a company to manage its internal (department to department) customer outputs.
Evans, J. R., & Lindsay, W. M. (2017). (10th ed.). Mason, OH: South-Western Cengage.
- Chapter 12: Measurement and Knowledge Management for Excellence
- Chapter 14: Building and Sustaining Quality and Performance Excellence (Culture as an output of the process)
Marr, B. (2018). . Retrieved from http://www.ap-institute.com/balanced%20scorecard.html
- This article provides information about the balanced scorecard and may assist you in your discussions this week.
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virtualstrategist. (2009, December 16). . Retrieved from https://www.youtube.com/watch?v=AdXt8BfiGJg&feature=youtu.be
- This video provides information about the balanced scorecard and may assist you in your discussions this week.