Abstract:
This paper discusses how a Strategic Plan (SP) can be monitored and evaluated using the balanced
scorecard (BSC). The BSC is a useful tool that is based on four measures: the financial measures
emphasize cost efficiency and high profitability; the customer measure considers the ability of the firm
to provide quality services to the customer; the internal business processes measure focuses on the
internal processes that lead to financial success and customer satisfaction, while learning and growth
measure include the ability of the employees’ quality of information systems, leadership, the culture,
and alignment to teamwork processes. This paper employed both quantitative and qualitative methods
to collect data. The SP’s operational objectives were aligned with the four measures of the BSC. Each
measure was given a score that formed the basis of evaluation and analysis. The results show that the
SP scored an aggregate of 71%, which is a fair score. The highest score was found in the learning and
growth measure, followed by internal processes then the customer service, and lastly the financial
measure. The scores are consistent with a non-profit making enterprise. This paper concludes that the
BSC is a perfect tool for the evaluation of an SP.
