Balanced Score Card (BSC) | Complete guide

Business Analysis Techniques Series – Balanced Scorecard (BSC) is a strategic planning and management tool to measure organizational performance beyond traditional financial measures aligned to the organization’s vision and strategy. It has 4 following dimensions:

Learning and growth dimension

Employee training and learning, product and service innovation, and culture.

Business process dimension

How well the enterprise is operating and if its products meet customer needs.

Customer dimension

Customer focus, satisfaction, and delivery of value.

Financial dimension

Profitability, revenue growth, and added economic value.

Meaningful measures are quantitative, linked to strategy, and easily understandable.

Balanced scorecards should contain 2 types of indicators:

Lagging – Provide results of actions already taken.

Leading – Provide information about future performance.




Key Areas Goal Metrics Definitions Operational Definition % Allocation Cum. Allocation
Financial Growth Revenue Invoicing Amount 20 20
# of Clients # of Active Clients 5 25
Profitability Gross Margin (Revenue – Expenses)*100/Revenue 20 45
Client Client Satisfaction CSAT Rating Average rating obtained in CSAT Survey 10 55
Client Attrition Rate # of Accounts closed in the Quarter 5 60
Repeat Business % % of business from old customers / Total business 10 70
Employee Employee Satisfaction ESAT Rating Average rating obtained in CSAT Survey 5 75
Attrition Rate (No. people departing the company during the Quarter)*100 / Average of Employee Strength at beginning and end of Quarter 5 80
Execution Performance Productivity Productivity Number of support tickets handled per person month 5 85
Effort Variance (Actual Effort – Planned Effort)*100/Planned Effort 5 90
Quality Schedule Adherence % of Deliverables which missed Deadline / Total # of Deliverables 5 95
  Service Quality # of feedback comments received from Client 5 100

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