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| phiếu ghi điểm cân bằng (A business-oriented scorecard that conveys key metrics related to the service and business of providing service. A balanced scorecard contains a balance of operational, financial and quality driven metrics) | |||
| Anglais glossaire | |||
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| Developed by Robert S. Kaplan and David P. Norton as a coherent set of performance measures organized into four categories that includes traditional financial measures, but adds customer, internal business process, and learning and growth perspectives | |||
