Exam 2: The Balanced Scorecard and Strategy Map

The focus of the learning and growth perspective of the Balanced Scorecard includes employee capabilities that continually improve customer relationships.

Important measures in the customer perspective usually include the percentage of repeat customers and growth in sales to existing customers.

If a performance measure in the customer perspective of the Balanced Scorecard was customer loyalty,then a driver from the process perspective would MOST likely be:

Managers for the learning and growth perspective of the Balanced Scorecard must invest in all of the following EXCEPT:

The greatest threat to successful Balanced Scorecard implementation is:

It is useful to think of the process perspective of the Balanced Scorecard within four groupings that include all of the following EXCEPT:

Problems may arise when developing a Balanced Scorecard for all of the following reasons EXCEPT:

The purpose of the Balanced Scorecard is BEST described as helping an organization:

The number of customer complaints about a product is an example of a Balanced Scorecard's measure of the:

The ________ perspective of the Balanced Scorecard asks,"How is success measured by our shareholders?"

________ describe(s)specifically how success in achieving objectives in a Balanced Scorecard is determined.

Identify the BEST description of the Balanced Scorecard's customer perspective.To achieve our firm's vision and strategy:

________ translate(s)an organization's mission,vision,and strategy into a comprehensive set of performance measures that provide the framework for implementing its strategy.

________ are the basic,day-to-day processes that produce products and services and deliver them to customers.

To further Dakota's strategy,measures on the Balanced Scorecard would MOST likely include:

Give at least two examples of intangible assets.Are intangible assets critical for success? Explain.

The learning and growth perspective addresses what employee capabilities,information systems,and organizational capabilities we need to continually improve.

An important financial metric in the Balanced Scorecard is return on investment.

The measurement of the objectives for the Balanced Scorecard:

The following statements are true regarding the customer perspective in the Balanced Scorecard EXCEPT: