Purpose – Though a few critics have questioned the effectiveness of the balanced‐scorecard approach in measuring business performance this approach has taken the academic and business community by storm. However, the approach proposed by Kaplan and Norton is not all‐encompassing as they...

Purpose – Unless the key measures are identified and managed, the entire concept of measurement would end up making one step forward and two steps sideways. The key is to identify those measures that add value to the measurement approach per se. The present work is yet another contribution to...