100 Great Business Ideas: From Leading Companies Around the World (100 Great Ideas)

100 GREAT BUSINESS IDEAS • 191

Perspective Typical goals Typical measures

Financial • Increased

profi tability

• Share price
  performance


• Increased
  return on
  assets
  
  
  • Cash fl ows
  
  
  • Cost reduction
  
  
  • Gross margins
  
  
  • Return on capital/equity/
    investments/sales
  
  
  • Revenue growth
  
  
  • Payment terms
    Customers • New customer
    acquisition
  
  
  
  


• Customer
  retention


• Customer
  satisfaction


• Cross-sales
  volumes
  
  
  • Market share
  
  
  • Customer service and
    satisfaction
  
  
  • Number of complaints
  
  
  • Customer profi tability
  
  
  • Delivery times
  
  
  • Units sold
  
  
  • Number of customers
    Internal
    processes
  
  
  
  


• Improved core
  competencies


• Improved
  critical
  technologies


• Streamlined
  processes


• Improved
  employee
  morale


• Effi ciency improvements


• Improved lead times


• Reduced unit costs


• Reduced waste


• Improved sourcing/supplier
  delivery


• Greater employee morale and
  satisfaction, and reduced staff
  turnover


• Internal audit standards


• Sales per employee
  Innovation
  and
  learning
  perspective


• New product
  development


• Continuous
  improvement


• Employees’
  training and
  skills


• Number of new products


• Sales of new products


• Number of employees
  receiving training


• Outputs from employees’
  training


• Training hours per employee


• Number and scope of skills
  learned

THE BALANCED SCORECARD