SCS Scorecard (Balanced Scorecard for Sarawak Civil Service) version 3.1

version 3.1

What is the Balanced Scorecard System (SCS Scorecard)?
The Balanced Scorecard System (SCS Scorecard) is a performance management system that enables an organization to clarify its vision, mission, strategies and objectives and translate them into action.

Customer

Financial

Process / Program / Project / Service Delivery

Organizational Capacity

OBJECTIVES
The balanced scorecard is divided into four main areas. Each area (perspective) represents a different aspect of the business organization in order to operate at optimal capacity.

Customer Perspective measures the level of customer satisfaction, customer retention and market share held by the organization.

Financial Perspective consists of costs or measurement involved, in terms of rate of return on capital employed and operating income of the organization.

Process / Program / Project / Service Delivery Perspective consists of measures such as cost and quality related to the business processes.

Organizational Capacity Perspective consists of measures such as employee satisfaction, employee retention, and knowledge management.