class 9: Kaplan and Norton: performance, measurement, and evaluation

Question 1

what is the balanced scorecard?

Answer 1

performance measurement tool

A way for all the employee to know what are all the objectives

Gives clarity to strategies, which didn’t exist before

Describe an organization that can do well and grow even bigger

Being used to help screen to candidates

Question 2

what are the four perspectives of a balanced score card

Answer 2

customer perspective

internal business perspective

innovation and learning perspective

financial perspective

Question 3

customer perspective

Answer 3

What matters most to customers?

Question 4

internal business perspective

Answer 4

How can we meet customer expectations?

Asking employees

Question 5

innovation and learning perspective

Answer 5

How can we make continual improvements?

Question 6

financial perspective

Answer 6

How can we ensure profitability for shareholders?

In a non profit, this would change

Question 7

Vision strategy

Answer 7

is the center of blanked scorecard