Quality Systems, Models and Theories - Balanced Scorecard Metrics

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Measuring performance
A new system or process may benefit your organization, but if you don't have any means of measuring it to determine effectiveness, you won't really realize its full benefit. Have you ever evaluated your organization's quality management system? Which techniques did you use? How did you benefit from using these techniques? Evaluating quality management systems

Quality management systems can be evaluated using different techniques, and the process can vary in scope. Common techniques for evaluating a quality management system include the use of:

• balanced scorecard data, 
•  managerial review tools, and 
• ISO 9000:2000 management review.

Balanced scorecard 
The balanced scorecard is a measurement system that organizes a company's strategies into four balanced categories. The system was developed by Robert Kaplan and David Norton to encourage organizations to focus on not only financial data, but also intangible assets necessary for long-term growth.

The balanced scorecard supports four key measures, or metrics, which are a key part of balanced scorecard data. These measures fall into different categories, including financial and customer metrics.

Financial
Financial metrics are used to measure a company's gains, and include factors such as profitability, return on investments, and assets, for example.

Customer
Customer metrics are intended to keep a company's customers and clients satisfied.

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