Performance Measurement and Balanced Scorecard

Performance measurement and the Balanced Scorecard (BSC) are strategic management tools used to track organisational performance across financial and non-financial perspectives: financial, customer, internal processes, and learning/growth. This topic covers the development of key performance indicators (KPIs), trend analysis, and the use of scorecards to align activities with vision and strategy. For Zambian tertiary students in management, public administration, and healthcare, applying the BSC helps evaluate hospital efficiency, service quality, and stakeholder satisfaction. It includes techniques like gearing ratios, cost reduction measures, and value analysis to drive continuous improvement. Mastery enables graduates to design monitoring systems, conduct performance audits, and lead organisational change in public and non-profit sectors, supporting evidence-based management and accountability in Zambia's health and social services.