Knowledge Management in Nonprofit Settings: A Case Study of Indigenous Knowledge Management

3. Balanced Scorecard

The BSc is a strategic planning and performance management system that has already a documented history of successful implementation in several industries and enterprise knowledge management initiatives. The BSc approach was first introduced by Robert S. Kaplan and David P. Norton in 1990 (Kaplan & Norton, 1996). The information that the model requires is premised on the financial perspective, and adds three more non-financial perspectives, namely the customer satisfaction, internal business processes, and learning and innovation perspectives. In this way, the model balances financial and non-financial performance measurement and management (Chen, Yang, Chen, Chen, & Chen, 2010). These four perspectives are balanced in the sense that organisations are required to think in terms of all the four perspectives holistically to prevent a situation in which improvements are made in one area at the expense of another.