C HAP TE R 1 9 Control systems and performance measurement Teaching tips and points to stress Financial and non-financial performance measures Points to stress This section emphasises multidimensional performance evaluation. The balanced scorecard approach often includes profitability, customer satisfaction, innovation and productivity quality/time measures. This encourages companies to move beyond the traditional internal financial measures (e.g. ROI) to incorporate internal/non-financial measures (e.g. new product development time, external/financial measures (e.g. stock price) and external/non-financial measures (e.g. market share. The balanced scorecard approach encourages employees to adopt a balanced perspective and to take actions that are in the company’s long-run interests.
