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"The ABC's of balanced scorecard : goals, scores, and the balanced score card, building and balancing scorecard strategies, planning for the balanced scorecard, putting your balanced scorecard into action -- The customer - The critical leg : understanding your role with customers, creating a customer scorecard, building the customer leg dashboard -- Financial measurement the foundation leg : understanding your role in financial measurement, building the financial leg scorecard, building the financial leg dashboard -- Internal business processes the value-creating leg : understanding your role in internal business processes, building the internal business process scoreboard, building dashboards for internal business processes -- Kowledge, education, and growth- the learning leg : understanding your role in learning and growth, creating the knowledge, education, and grow th scorecard, creating the knowledge, education and growth dashborad -- The part of tens : ten tips for balanced scorecard success, ten biggest scorecard mistakes to avoid, ten tips for overcoming barriers."