Balancing the Scorecard Through Research Integration
Andy BrownHR Research, MORI andCaroline SmithCustomer Insights, The Halifax
SUMMARY
Many organisations profess to use the 'Balanced Scorecard' to manage their business success. However, relatively few in the UK have yet introduced truly integrated measurement systems to put this into reality. This paper aims to show how The Halifax has used integrated employee and customer research along with business performance measures to turn its corporate knowledge into competitive advantage.
The paper also aims to demonstrate the need for agencies and clients to work together to ensure such synergies are...