Balanced scorecards are having a major impact on executives’ strategic decision making by encouraging their use of future‐oriented, non‐monetary success indicators. This article explains how to create a balanced scorecard with a reasonable number of indicators, set appropriate benchmarks...

Purpose – To report how an SME developed strategic and operational balanced scorecards (BSCs) as well as benchmarks for use in e‐commerce. Design/methodology/approach – The report begins with the initial management meeting, in which participants set goals for the firm, specified causal...