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The Balanced Scorecard At Futura Industries, Andra Gumbus, Susan D. Johnson
The Balanced Scorecard At Futura Industries, Andra Gumbus, Susan D. Johnson
WCBT Faculty Publications
Most companies use the balanced scorecard (BSC) to focus on the financial aspects or the operational metrics required by ISO quality certification. But that is not all one unique company uses the BSC for. At Futura Industries, President Susan Johnson built the enterprise's success over the past 3 years on the BSC's foundational level - the learning, innovation, and growth dimension. This dimension provides the building blocks that generate success in the remaining 3 quadrants: customer service, financial, and internal operations. And the results have followed: a 50% increase in revenue without adding personnel from 1996 to 1999. This organization …