The Balanced Scorecard for Ford’s North American Business Unit

Table of Contents
Executive Summary…………………………………………………………………….2
Mission Statement………………………………………………………………………2
Balanced Scorecard…………………………………………………………………….3
Financial Perspective………………………………………………………………......5
Customer Perspective………………………………………………………………....10
Internal Business Process Perspective……………………………………………….12
Learning & Growth Perspective……………………………………………………..14
Conclusion………………………………………………………………………….….16
References……………………………………………………………………………..17
Executive Summary The Ford Motor Company, founded in 1903 by Henry Ford, is synonymous with American innovation and capitalism. With iconic branding and revolutionary
The GQRS is a good indicator of other quality results. For the 2011 model year, we began reporting global GQRS TGW data. In previous years we had reported only North American region GQRS TGW data. In addition, we changed the GQRS survey to include additional questions on vehicle entertainment and information systems. Therefore, the 2011 results are not comparable to previous years. (Ford Motor Company, 2012)

2 The National Highway Traffic Safety Administration (NHTSA) has significantly changed its New Car Assessment Program (NCAP), such that the results for 2011 and 2012 model year vehicles cannot be accurately compared to previous model years.

3Overall dealer attitude is measured by the National Automobile Dealer Association (NADA) Dealer Attitude Survey. Scores are for the summer and winter respectively of the year noted. (Ford Motor Company, 2012)

4 Individual Development Plans were implemented in 2010, however Ford does not currently track their implementation or the amount of training associated with them. The figures are estimates.

Financial Perspective The financial metrics give managers useful information on how the company