7 - Key Performance Indicators - Intrafocus
it is ‘key’ to the success of the activity. This inevitably leads to the conclusion that ‘Key’ Performance Indicators are important and few. How few depends on many things including the type of business, the nature of the activity and the level of control required. However, whereas a large organisation may quite reasonably have hundreds of
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static.intrafocus.comand key performance indicators related to customers, internal business processes, and organisational capacity. It was originally published by Dr Robert Kaplan and Dr David Norton as a paper1 in 1992 and then formally as a book ‘The Balanced Scorecard’ in 1996. Both the paper and the book spread the knowledge of the Balanced
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