ob

Question 1

4 areas

Answer 1

Financial
Customers
Internal Business process
Learning and growth

Question 2

benefits

Answer 2

translating the vision
feedback and learning
business planning
communicating and linking (rewards)

Question 3

limitations

Answer 3

assumes cause and effect but unproven
relative importance of different perspectives unclear
non financial measures are not evaluated in financial terms

Question 4

CSF

Answer 4

High customer feedback.
Quality and reliable service.
Effective marketing.
Appealing menu.
Higher profit margins.

Question 5

KPI

Answer 5

Growth in Revenue.
Net Profit Margin.
Gross Profit Margin.
Operational Cash Flow.
Current Accounts Receivables.
Inventory Turnover.