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By drawing from the academic and practitioner literature (e.g. journal articles, books, book chapters and research reports) discussing the implementation of the balanced scorecard in universities, you are required to critically: (a)Discuss the perspecti

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For instance, iprovement in learning and growth may lead to better internal business processes, rsulting in customer satisfaction, wich in turn leads to good financial performance (Kaplan and Norton, 2013). I the customer perspective, te objective of the University is to ensure that the library meets the needs of the users. Te university should therefore develop a high quality of collections and updated books that reflect the needs of the Library’s users and support the University’s mission. Te good indicators such as better performance of the students in the and better teaching skills by the teachers show that the university is doing well.

Te university should circulate new monographs to present primary research on what facilities they require to make the students and staffs improve their performance (Chapman, 2010). Te measures of the customer perspective are viewed inform of the quality of research done by lecturers in terms of their number of publications and the internal and external research grants per full time lecturer. Te quality of graduates is measured in terms of their performance and quality of service done to the community according to the number of activities that the university has done for the society.

Te internal business processes perspective answers the question on the processes that must take place in the University to make it excel in its performances. Te university must therefore strive to operate in the most efficient, inovative, ad effective ways possible to ensure they produce the best results (Reddy and Posa, 2007). T ensure good performance, te University should take initiative to improve their communication by doing staff survey rating internal communication where the university will be aware on the areas to improve.

Te internal process perspective in the BSC is measured by viewing the quality of learning support in terms of the number of computers per full time student and the number of computer network connections. Te quality of the academic staff in the university is also determined by the percentage of lecturers holding doctoral degrees and the student opinions on the lecturer’s teaching efficiency (Reddy and Posa, 2007). Te objective of the finance perspective is provide resources and services that have a high ratio of value to cost (Schniederjans et al, 2005).

Te university creates a good name to the...

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