Publications
Publications
  • January 1993 (Revised April 1993)
  • Case
  • HBS Case Collection

Chadwick, Inc.: The Balanced Scorecard

By: Robert S. Kaplan
  • Format:Print
  • | Language:English
  • | Pages:7
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Abstract

The pharmaceutical division of a diversified company has been asked to develop a Balanced Scorecard. Research and development projects take about ten years to bring a new product to the marketplace and the division depends on good relations and active feedback from its customers for continued success. But currently, the division is evaluated by meeting monthly financial objectives. The case describes an early and less-than-successful attempt to develop a Balanced Scorecard encompassing financial, customer, internal process, and innovation perspectives.

Keywords

Balanced Scorecard; Performance Evaluation; Customer Relationship Management; Goals and Objectives; Customer Satisfaction; Research and Development; Marketplace Matching; Financial Condition; Product Launch; Pharmaceutical Industry

Citation

Kaplan, Robert S. "Chadwick, Inc.: The Balanced Scorecard." Harvard Business School Case 193-091, January 1993. (Revised April 1993.)

About The Author

Robert S. Kaplan

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