Perspektywa klienta w wybranych koncepcjach pomiaru osiągnięć przedsiębiorstwa
CUSTOMER PERSPECTIVE IN SELECTED CONCEPTS OF ORGANIZATION’S PERFORMANCE MEASUREMENT

Summary/Abstract: The integrated performance measurement systems became popular along with the Balanced Scorecard, the concept developed by Robert S. Kaplan and David P. Norton in 1992. The horizon extension, proposed by Kaplan, (four dimensions of the company’s shape: finan¬cial, customer, internal business and innovation and learning perspectives), has turned the light on the need of the follow up and analysis – with the quantitative indicators – the cus¬tomer perception and priorities with regards to the product or company’s activity. The per¬formance measurement systems and the metrics used, treat the customer’s perspective in a different way – some as a priority and the main focus, some other as a part of the bigger picture. Also the actions, taken basing on the different metrics, differ one to another. This paper illustrates the customer perspective evolution in the selected performance measurement systems. Also, it distinguishes two ways of customer satisfaction improvement: proactive or reactive, which is enabled by different, customer-oriented measurements and metrics.

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