Chapter 1: The balanced scorecard – an overview of Kaplan and Norton’s system
Chapter 2: Applying the balanced scorecard in a law firm environment – opportunities and challenges
Chapter 3: Financial measures – applying the financial element
Chapter 4: Client relationship measures – applying the client satisfaction element
Chapter 5: Business process measures – applying the business process element
Chapter 6: Learning and growth measures – applying the people/capability dimension
Chapter 7: Implementing the balanced scorecard at the firm level – a ‘how to’ primer
Chapter 8: Implementing the balanced scorecard at the practice group level – a secondary ‘how to’ primer
