FINANCIAL PERSPECTIVE Grow operating income Increase shareholder value CUSTOMER PERSPECTIVE Increase customer satisfaction Increase market share INTERNAL- BUSINESS- PROCESS PERSPECTIVE Improve customer service Reduce delivery time Increase product offerings LEARNING- AND GROWTH- PERSPECTIVE Improve quality of employee training Attract and retain quality employees (a) Begin by identifying any strong ties. Strong ties Linked to (b) Identify any focal points Focal points: (b) Identify any trigger points Trigger points: (d) Identify any distinctive objectives Distinctive objectives