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White paper: A balanced scorecard for running a professional services firm

A professional services business can be a complex beast; it involves managing several groups of people, and people, of course, are often neither rational nor predictable.

In any business it is important to manage customers, suppliers and partners successfully. In a professional services business employees are also important.

And to complicate matters even more, consultants, contractors and salespeople all have to be managed differently.

This paper focuses on the KPIs that can be used to measure the performance of the business – both in achieving operational targets and strategic goals.

 
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