The BSC revisited - Business Processes Perspective

This perspective refers to internal business processes. Metrics based on this perspective allow the managers to know how well their business is running, and whether its products and services conform to customer requirements (the mission). These metrics have to be carefully designed by those who know these processes most intimately; with our unique missions these are not something that can be developed by outside consultants.

In addition to the strategic management process, two kinds of business processes may be identified:

a) mission-oriented processes. Mission-oriented processes are the special functions and many unique problems are encountered in these processes.

b) support processes. The support processes are more repetitive in nature, and hence easier to measure and benchmark using generic metrics.