Norwegian Resort Tours (NRT), which operates in a very competitive marketplace, is considering four categories of performance measures: (1) profitability measures, (2) customer-satisfaction measures, (3) efficiency and quality measures, and (4) learning and growth measures. The company assigns one manager to each tour resort to oversee the resort's general operations. If NRT desired to adopt a balanced-scorecard approach, which measures should the firm use in the evaluation of its managers?
A) 1.
B) 1, 2.
C) 2, 3.
D) 1, 2, 4.
E) 1, 2, 3, 4.

Question

Quizplus · Accepted Answer

The balanced scorecard approach involves evaluating performance from multiple perspectives, including financial (profitability measures), customer (customer-satisfaction measures), internal processes (efficiency and quality measures), and learning and growth. Therefore, all four categories should be used for a comprehensive evaluation.

Norwegian Resort Tours (NRT), Which Operates in a Very Competitive