The balance scorecard literally says that the departments' manager should know their employees and what they are capable of. If there are deficiency in any areas the manager is responsible for providing the necessary training to bring that employee up to par with what the department expects to deliver. Failure to do so can subject the whole department to a lower score on the scorecard. In the end analysis, the department is only as strong as its weakest member. McDonald uses the balance scorecard to measure how quick each car get serviced through its drive thru and the quality of service they received. Can you think of another company that uses the balanced scorecard as a performance management tool