The balanced scorecard concept as element of quality management system

The ISO 9000 family of standards have earned a global reputation as the benchmark for establishing quality management systems. The new ISO 9001:2000 stresses the importance of leadership as a key driver for quality improvement, focuses on customer satisfaction as the final result and highlights the importance of continuous improvement. At the same time, effective management of the company requires a balanced perspective on performance measurement, known as the balanced scorecard (BSC), which integrates performance measures in four areas: learning and growth, customers, internal business processes, andfinancial. The aim of this paper is to show the possibility of using BSC as an effective tool for standard ISO 9001:2000 implementation.