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A Strategic Planning And Management System Essay

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Introduction

Organizations and industries today have undergone rapid and accelerating change, creating uncertainty and complexity in the business environment. Markets are increasingly competitive and pressured to do things faster, better and cheaper. They are challenged to develop new organizational characteristics such as expertise and innovation in order to quickly respond to changes in technology and customer preferences. Organizations can no longer rely on traditional analytical approach to understand their industry. Nowadays, intangible assets are just as important as physical assets and the Balanced Scorecard (BSC) is an innovative approach that considers the financial and non-financial perspectives in determining the performance level of an organization.

Question 1

The BSC is a strategic planning and management system designed to translate an organization’s mission and vision into a comprehensive set of objectives, performance measures and implementations in order to achieve business goals. The BSC retains financial metrics as a measure for company success, but supplements these metrics from three additional perspectives – customer, internal process, and learning and growth (Kaplan and Norton 1992, 1993). Financial data are analyzed to understand financial performance of the organization. Customer feedback is used to gather customer satisfaction on the products or services. Internal business processes are evaluated by assessing quality, productivity and innovation.

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