As Companies Become Established and Wish to Improve Upon Their

Multiple Choice

As companies become established and wish to improve upon their operations, they will seek out tools to assist them. One tool, the balanced scorecard (BSC) , is often used to summarize and evaluate both financial and nonfinancial information. Which of the following represents an inappropriate usage of the data gathered from a BSC?

A) After receiving low quality ratings on individual products, management will improve their machining qualities.
B) After reviewing customer conversion rates, management decided to initiate new customer interactions.
C) After reviewing the customer satisfaction surveys, management will be implementing new measures to increase satisfaction.
D) After reviewing the employee satisfaction survey, management decided to reprimand employees who gave a low rating.