Product Description
No need to choose between a quality program and the Balanced Scorecard. Robert S. Kaplan, with co-author Gaelle Lamotte, believes that the BSC can co-exist with quality programs--like the Baldrige National Quality Program, Total Quality Management, and the European Foundation Quality Management Excellence Model. And co-exist not merely peacefully, but symbiotically. Following Kaplan's Part I article, which examined the benefits of integrating the BSC with change initiatives like shareholder value and activity-based costing, here Kaplan and Lamotte examine how the BSC enhances quality programs--providing them focus and clear linkages to improvements in strategic customer and financial outcomes. Quality programs, in turn, offer a systematic discipline for improving critical business processes that enhance customer value propositions and increase productivity.
