Mobil U.S. marketing and processing has shifted from a centralized staff managed organization of decentralized business units. Staff functions now have to negotiate service agreements with the buyer committee consisting of representatives from profit-center business units. This case describes how one person feature is designed service agreement, and the agreement translated into Balanced Scorecard where "customers" are internal business units. Some managers question, Balanced Scorecard is suitable for such an internal function. "Hide
by Robert S. Kaplan Source: Harvard Business School 7 pages. Publication Date: October 29, 1996. Prod. #: 197028-PDF-ENG