Which One of the Following Statements Is True of the Models

Multiple Choice

Which one of the following statements is true of the models of organizational performance?

A) The theory of the Service-Profit Chain model is that employees, through the service delivery system, create customer value and drive profitability.
B) The five performance perspectives of the balanced scorecard model are cost, time, quality, flexibility, and innovation.
C) The external perspective in the balanced scorecard model includes value-creation and support processes.
D) The strategic planning category of Baldrige model focuses on reviewing data and using the results to improve the performance of an organization.