For instance, if you deal with Financial department and have to measure bank loans efficiency. What will you do? Will you be measuring customer satisfaction, growth opportunities and your ability to work with ?internal process?? All these indicators means NOTHING! What is ?customer satisfaction? for bank loan (if you are customer yourself) or if you are bank? You use this words, but you don't want to detail them into some real-life metrics and indicators. That is the most important thing. I'd better have 6 bad indicators, that 60 great mission statements without any mean. www.pengxq.cn