In-store personnel managers balance Tesco's scorecard

Summary

Tesco, the UK's largest food retailer and biggest private sector employer, has developed its own version of the "balanced scorecard" technique for measuring business performance against specific targets - supplementing traditional financial indicators with measures of performance relating to people, customers and processes.

First proposed by Robert Kaplan and David Norton in Harvard Business Review in the early 1990s, the concept has been converted by Tesco into what it calls a "steering wheel" with four quadrants - people, finance, customers and operations - in order to connect fully with the company's own organisational culture and business goals.