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Table 1 An example of translating an organizational strategy into operational terms using the BSC

From: Business process performance measurement: a structured literature review of indicators, measures and metrics

Perspective Strategy Objective Indicator, measure or metric Target Initiative
Year 1 (%) Year 2 (%) Year 3 (%)
Customer Operational excellence Industry-leading customer loyalty Customer satisfaction rating 80 85 90 Mystery shopper program
Customer loyalty program