Kaplan and Nortons Balanced Scorecard

Question 1

What are the 4 components of the scorecard

Answer 1

financial perspective
customer perspective
internal business processes perspective
learning and growth perspective

Question 2

What are examples of the financial perspective

Answer 2

revenue, profits,growth, profitability, ROCE, liquidity, gearing, cash flow

Question 3

What are examples of customer perspective

Answer 3

market share, customer satisfaction, customer loyalty

Question 4

What are examples of internal business processes perspective

Answer 4

productivity, unit costs, capacity utilisation and quality

Question 5

What are examples of learning and growth perspective

Answer 5

training, employee engagement, labour turnover, new product development, research & development

Question 6

How do businesses use the scorecard

Answer 6

for each area of the scorecard they set aims and design strategies for these aims and can measure them and change strategy if needed