Includes bibliographical references and index.

Introduction -- Part one Financial perspective -- Net profit -- Net profit margin -- Gross profit margin -- Operating profit margin -- EBITDA -- Revenue growth rate -- Total shareholder return (TSR) -- Economic value added (EVA) -- Return on investment (ROI) -- Return on capital employed (ROCE) -- Return on assets (ROA) -- Return on equity (ROE) -- Debt-to-equity (D/E) ratio -- Cash conversion cycle (CCC) -- Working capital ratio -- Operating expense ratio (OER) -- CAPEX to sales ratio -- Price/earnings ratio (P/E ratio) -- Part two Customer perspective -- Net promoter score (NPS) -- Customer retention rate -- Customer satisfaction index -- Customer profitability score -- Customer lifetime value -- Customer turnover rate -- Customer engagement -- Customer complaints -- Part three Marketing and sales perspective -- Market growth rate -- Relative market share -- Brand equity -- Cost per lead -- Conversion rate -- Search engine rankings (by keyword) and click-through rate -- Page views and bounce rates -- Customer online engagement level -- Online share of voice (OSOV) -- Social networking footprint -- Klout score -- Part four Operational processes and supply chain perspective -- Six Sigma level -- Capacity utilisation rate (CUR) -- Process waste level -- Order fulfilment cycle time (OFCT) -- Delivery in full, on time (DIFOT) rate -- Inventory shrinkage rate (ISR) -- Project schedule variance (PSV) -- Project cost variance (PCV) -- Earned value (EV) metric -- Innovation pipeline strength (IPS) -- Return on innovation investment (ROIp2s) -- Time to market -- First pass yield (FPY) -- Rework level -- Quality index -- Overall equipment effectiveness (OEE) -- Process or machine downtime level -- First contact resolution (FCR) -- Part five Employee perspective -- Human capital value added (HCVA) -- Revenue per employee (RPE) -- Employee satisfaction index -- Employee engagement level -- Staff advocacy score -- Employee churn rate -- Average employee tenure -- Absenteeism Bradford factor -- 360-degree feedback score -- Salary competitiveness ratio (SCR) -- Time to hire -- Training return on investment -- Part six Corporate social responsibility perspective -- Carbon footprint -- Water footprint -- Energy consumption -- Savings levels due to conservation and improvement efforts -- Supply chain miles -- Waste reduction rate -- Waste recycling rate -- Product recycling rate.