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How an organization defines and measures progress toward its goals
Key Performance Indicators, also known as KPI or Key Success Indicators (KSI), help an organization define and measure progress toward organizational goals.
THE BALANCED SCORECARD
The balanced scorecard uses four different and important views, grounded on corporate/department mission/goals and it links performance measures by requiring firms to address four basic questions:
(a) How do customers see us? - Customer perspective
(b) What must we excel at? - Internal perspective
(c) Can we continue to improve and create value? - Innovation & learning perspective
(d) How do we look to shareholders? - Financial perspective
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