Strategic Performance Management: A Balanced Scorecard Approach to Driving Business Excellence

Banking industry is considered as a universal industry and is always evolving and transforming not just in India but around the world. Being a volatile industry that gets affected from any significant event at both internal as well external level, the processes and innovations in regard to extending services to its customers and various stakeholders have always been critical to their existence, survival and growth. Further, the ever increasing competition, and factors like digitalization, demonetization, financial inclusions, increasing NPAs and loan waivers, emerging strong players backed by big corporate houses, introduction of payment banks, online wallets etc. have some-how made it difficult for the existing players to operate freely. In order to keep abreast with the reforms, changing scenarios and challenges, the banking sector have tried and adopted various strategic models and one such model that has been widely accepted, adopted and implemented at the global level by both, the private and public sectors banks to enhance their overall performance is that of balanced scorecard that has been considered a very comprehensive and well-liked performance Measurement tool.