Abstract:
The Balanced Score Card (BSC) is an important tool used in measuring performance of an organization. It entails four different perspectives: Financial, Customer, Internal and Learning perspectives. The financial perspective evaluates the organization ability to meet the expectations of shareholders. The customer perspective focuses on the ability meeting the demands of the customer. The internal perspective seeks to ascertain if the organization has chosen the right business policies and processes that would deliver customer and shareholders’ expectations. Lastly, the learning perspective evaluates if the organization is focused on its vision and if it is flexible to sustain its ability to change. BSC tool provides a powerful framework for building and communicating strategy by allowing the business model to be visualised in a strategy map which forces managers to think about cause-and-effect relationships. The research designed adopted was descriptive research. The study relied on primary data which was collected through administering structured questionnaire comprising of closed and open-ended questions. The findings of the study indicate an excellent response rate 73.9% with the distribution being in all the different groups of targeted responses. The study established a correlation value of 0.773 which indicates that there exists a positive relationship between BSC and performance of the organization. The regression model that was used was significant at 95% confidence level. The study established that learning measures positively affect organizational performance more than other variables in the BSC hence it was recommended that Learning measure should be given a priority for performance of the organization.
