Learning and Growth Perspective

By: Robert S. Kaplan and David P. Norton

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Synopsis: The objectives established in the financial, customer, and internal-business-process perspectives identify where the organization must excel to achieve breakthrough performance. The objectives in the learning and growth perspective provide the infrastructure to enable ambitious objectives in the other three perspectives to be achieved. In this chapter, the authors contend that organizations must invest in their infrastructure--people, systems, and organizational processes--if they are to achieve ambitious long-term financial growth objectives. This chapter was originally published as chapter 6 of "The Balanced Scorecard: Translating Strategy into Action."