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Question 341 - CSCP discussion

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Which of the following four perspectives are used in the balanced scorecard?

A.
Customer, internal process, workforce learning and growth, financial
Answers
A.
Customer, internal process, workforce learning and growth, financial
B.
Customer, operations, internal process, financial
Answers
B.
Customer, operations, internal process, financial
C.
Customer, operations, internal process, workforce learning and growth
Answers
C.
Customer, operations, internal process, workforce learning and growth
D.
Customer, marketing, operations, financial
Answers
D.
Customer, marketing, operations, financial
Suggested answer: A

Explanation:

The balanced scorecard, developed by Robert Kaplan and David Norton, uses four perspectives to provide a comprehensive view of organizational performance:

Customer Perspective: Focuses on customer satisfaction, retention, and market share. It evaluates how well the company is serving its customers and meeting their needs.

Internal Process Perspective: Examines the internal operational goals and the processes that must be optimized to meet customer and financial objectives. This perspective highlights areas for process improvement.

Workforce Learning and Growth Perspective: Emphasizes the importance of employee training, development, and corporate culture to foster innovation and continuous improvement.

Financial Perspective: Looks at the financial performance indicators such as profitability, revenue growth, and return on investment to assess the financial health and performance of the organization.

Kaplan, R. S., & Norton, D. P. (1996). The Balanced Scorecard: Translating Strategy into Action. Harvard Business School Press.

Niven, P. R. (2006). Balanced Scorecard Step-by-Step: Maximizing Performance and Maintaining Results. Wiley.

asked 16/09/2024
Khaled Mohamed Abdraboh Metwalli
34 questions
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