The advantage of using a balanced scorecard to measure and control organizational performance is that organization performance is viewed from the lens of a comprehensive management control system and there is a balance between the traditional financial measures and the operational measures that are related to an organization’s critical success factors. Eventually use of balanced scorecard leads to a situation in which the strategic initiatives of the best practices cascade throughout the organization.
As per one of the better known business publication – The Economist – balanced scorecard helps in continuous ‘innovation and improvement’. It ensures that a company “continues to improve and create value in the future”.1
For a film and television production company the specific customer service measures that I would include are – customer preference for our content, feedback and reviews, quality of content, and customer preference for our content compared to competitors.
Reference:
1. The Economist. Retrieved from http://www.economist.com/node/12677043
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