Academy/Organisation and Operations
Performance managementTool

Balanced Scorecard (BSC)

AIA's application of the standard Balanced Scorecard technique — Financial, Customer, Internal Business Processes, and Learning & Growth perspectives — as a specific tool within its Performance Management Framework.

What it is

The standard Balanced Scorecard technique, tracking organisational progress toward strategic goals across four perspectives: Financial (revenue, profit, ROI), Customer (satisfaction, market share, brand awareness), Internal Business Processes (quality, efficiency, productivity), and Learning & Growth (employee satisfaction, innovation, knowledge management).

Problem it solves

Prevents performance management being dominated by financial metrics alone, by forcing balanced measurement across customer, process and people dimensions too.

When to use

  • A client's performance framework needs explicit balance across financial and non-financial perspectives

Key questions

  • Financial: are we delivering value to shareholders/funders?
  • Customer: are we meeting customer expectations?
  • Internal Processes: are our processes efficient and effective?
  • Learning & Growth: are we building the capability to keep improving?

Outputs

  • Balanced scorecard structure with measures across four perspectives

Source visuals

Balanced Scorecard: Financial, Customer, Internal Processes, Learning & Growth
Balanced Scorecard: Financial, Customer, Internal Processes, Learning & Growth
balanced scorecardBSCperformance measurement

Related methodologies

Custodian: Corporate Support. Internal (staff access). Source: AIA_Methodologies_2024.pptx (slides 231, 232).