BSC Flexibility in the Customer Perspective

BSC Flexibility in the Customer Perspective  

o   Assignment Overview    

    In the last module we looked at the Balanced Scorecard and how it is implemented from more of a purist s approach and just touched on the flexibility of the tool. In this module we are going to look at the BSC from more of an adaptive approach. That is to say how adaptable is this tool given the wide variety of organizations out there in the world.   

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     In this assignment you are asked to study the required readings and to read the following case study:

    Basu  R.  Little  C.  Millard  C.   2009. Case Study  A fresh approach of the Balanced Scorecard in the Heathrow Terminal 5 project. Measuring Business Excellence. 13 4 . 22-33. Retrieved fromo   http   www.perf-ex.co.uk wp-content uploads 2012 04 T5-case-study-MBE-papaer.pdf    

o   After reading this article  write an essay in which you compare and contrast the balanced scorecard utilized by the British Airport Authority  BAA  at Heathrow Airport s Terminal 5 project with the standard quadrants typically applied in a traditional BSC approach  financial focus  Internal focus  Learning and Growth focus  and Customer focus .

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That is to say  the Terminal 5 project was a large  public construction project using private contractors. Yet  the BSC approach is also applied to the manufacturing sector  health care sector  and is applied in both private and public organizations. So you ll want to consider how the T5 project adapted the BSC approach to fit the prevailing circumstances to help formulate your arguments.  

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