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Table of contents for The balanced scorecard : translating strategy into action / Robert S. Kaplan, David P. Norton.




	Preface		vii

1	Measurement and Management in the Information Age 	1

2	Why Does Business Need a Balanced Scorecard? 		21

PART ONE: MEASURING BUSINESS STRATEGY 43

3	Financial Perspective 47

4	Customer Perspective 63

5	Internal-Business-Process Perspective 92

6	Learning, and Growth Perspective 126

7	Linking Balanced Scorecard Measures to Your Strategy	147

8	Structure and Strategy   167

PART TWO: MANAGING BUSINESS STRATEGY 191

9	Achieving Strategic Alignment: From Top to Bottom 	199

10	Targets, Resource Allocation, Initiatives, and Budgets 	224

11	Feedback and the Strategic Learning Process 		250

12	Implementing a Balanced Scorecard Management Program 	272


	Appendix: Building a Balanced Scorecard 		294

	Index 313

	About the Authors 323