A core feature of the SMPM process is the balanced scorecard (BSC), which provides a
presentation of strategic-performance measures from four perspectives (i) financial, (ii)
customers, (iii) internal processes, and (iv) learning and growth [20]. By using the BSC, the
strategy becomes more tangible and actionable with respect to strategic objectives, the related
performance measures and their targets, and action plans. Tsang and Brown [21] reported on
an electricity-generating facility’s experience of introducing a BSC to measure the total
performance of its maintenance functions. The BSC enables a holistic assessment of unit
performance to be achieved and guards against sub-optimisation, because all the key
measures that collectively determine the total performance of maintenance are monitored.