Performance measurement with the balanced scorecard : a practical approach to implementation within SMEs

"Do we really know the critical phenomena that are linked to how enterprises function and the dynamics of their relationships with customers, suppliers and competitors? Are their decision-making processes founded upon a set of performance measurements that were accurately designed and systematically elaborated? The above questions are the focus of this book, as is the following premise: enterprises need a system to measure their critical performances so they can be managed effectively; metaphorically speaking, enterprises need a 'management dashboard' to serve as a navigational aid. A dashboard to show--with as few distortions as possible--the pattern of key variables that characterizes the specific formula enterprises use to face their competitive and social environment."--Publisher's website