Emily breaks down how to use the balanced scorecard to operationalize strategy, focusing on its four key perspectives: financial, customer, internal process, and learning and development. She discusses how financial metrics like cash flow are lagging indicators and the importance of customer perception using metrics such as net promoter scores. Emily also explains the role of leading indicators in internal processes and learning, using examples like strategic information coverage ratio and employee engagement scores.

Links Mentioned:

• Clarity Call with Emily

Free Resources:

• Strategic Planning Checklist 
• Chief of Staff Skills Assessment Checklist
• A Day in the Life of a Chief of Staff
• Chief of Staff Toolkit

Get in touch with Emily:

• Connect on LinkedIn
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• Learn more about coaching 
• Sign up for the newsletter
• Clarity Call with Emily

Who Am I?
If we haven’t yet before - Hi👋 I’m Emily, Chief of Staff turned Executive Leadership Coach. After a thrilling ride up the corporate ladder, I’m focusing on what I love - working with people to realize their professional and personal goals. Through my videos here on this channel, books, podcast guest spots, and newsletter, I share new ideas and practical and tactical tools to help you be more productive and build the career and life you want. 

Time Stamps:
00:00 Introduction to Balanced Scorecard Part 2
00:32 Recap of the Four Perspectives
00:45 Deep Dive into Financial Perspective
02:13 Understanding Customer Perspective
03:18 Metrics for Customer Perspective
05:16 Exploring Internal Process Perspective
06:12 Key Metrics for Internal Processes
08:41 Introduction to Learning and Development
09:22 Metrics for Learning and Development
12:50 Top-Down vs Bottom-Up Approaches
14:36 Why These Four Perspectives?
17:17 Conclusion and Next Steps