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This article introduces the reader to Kaplan and Norton’s “balanced scorecard” system, a set of measures designed to give a manager an overview of business performance. The scorecard includes four measures. The first measure is financial, the…
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This article gives a personal account of Gioia’s experience with the Ford Motor Company during a defective vehicle recall. As the recall coordinator, Gioia had to manage a busy office and keep up with a large amount of information that he needed to…
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