9. *图6-3 BSC四维考评标度的关系FinancialCustomerInternal ProcessLearning & Growth1. Knowledge & skills of
employees is foundation for all
innovation and improvements. 2. Skilled, empowered
employees will improve
The ways they work.3. Improved work processes
will lead to increased
customer satisfaction.4. Increased customer
satisfaction will lead to
better financial results.
10. *图6-4 政府部门BSCInternal ProcessesLearning:
Skills, Knowledge, Data, PeopleValue and BenefitCustomers and ConstituentsFinancial and Social CostMissionSource:
Washington State Auditors
11. *图6-5 政府公共部门的BSC四维指标的关系 Reduce
CostsCitizens
Budget
Internal Business Process
Learning and GrowthIncrease
SatisfactionIncreased
InvolvementImprove
Cycle TimeIncrease
Network
CapabilityImprove
SkillsReduce
Procurement
StepsIncrease
SafetyLower
Wait TimeGrow Tax
Base