For each of the following Balanced Scorecard measures, identify which of the four perspectives (Financial, Customer, Internal Business Process, or Learning and Growth) the measure best represents
________ a. On-time delivery of gasoline from refineries to retail stations
________ b. Customer satisfaction
________ c. Common stock price
________ d. Return on investment
________ e. Market share
________ f. Number of days lost to accidents
________ g. Employee satisfaction
________ h. Friendliness of employees
________ i. Repeat purchases
________ j. Cash flow from operations
Answer:
a. Internal business process
b. Customer
c. Financial
d. Financial
e. Customer
f. Internal business process
g. Learning and growth
h. Internal business process
i. Customer
j. Financial
You might also like to view...
Great Britain has epitomized distribution through specialty-type middlemen, distributors, wholesalers, and retailers. In recent years, however, there has been a trend toward broader lines, conglomerate merchandising, and mass marketing. This suggests that a firm that neglects the growth of self-service, scrambled merchandising, or discounting may find that it has lost large segments of its market only because its channels no longer reflect the ______________ of the market.
A. cost B. capital requirement C. character D. continuity E. control
Process ________ is the boundary of the process to be analyzed
Fill in the blanks with correct word