"Quality in Practice: Using the balanced scorecard at USPS."
A balanced scorecard is a strategic management and planning that is extensively applied in industries, government, non-profit organization and businesses (Kaplan Norton, 2001). It is used to align business activities to their set out goals and objectives aimed at improving their overall performance in carrying out their mandated duties and responsibilities. The United States Postal Services (USPS) is a public institution that provides postal services, which tasks it with numerous responsibilities that put it in a unique position unlike other private sector organizations. USPS has been operating under a balanced scorecard initiative that is divided into three major areas of execution that are known as management cycles (Kaplan Norton, 2001). Voice of the employee focuses on providing