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BSC Flexibility & the Customer Perspective

Article to read is attached:  http://www.perf-ex.co.uk/wp-content/uploads/2012/04/T5-case-study-MBE-papaer.pdf

After reading this article, write an essay in which you compare and contrast the balanced scorecard utilized by the British Airport Authority (BAA) at Heathrow Airport’s Terminal 5 project with the standard quadrants typically applied in a traditional BSC approach (financial focus, Internal focus, Learning and Growth focus, and Customer focus).  That is to say, the Terminal 5 project was a large, public construction project using private contractors.  Yet, the BSC approach is also applied to the manufacturing sector, health care sector, and is applied in both private and public organizations.  So you’ll want to consider how the T5 project adapted the BSC approach to fit the prevailing circumstances to help formulate your arguments.

In formulating the essay, discuss to what degree the evidence suggests the balanced scorecard approach is amenable to most organizations.

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