Question 1

The number of rework units would be an example of measuring which perspective?
A)Financial
B)Customer
C)Internal business
D)Learning and growth

Accepted Answer

The number of rework units measures the efficiency and effectiveness of internal business processes, which falls under the internal business perspective. This perspective focuses on improving and creating value in the organization's processes and activities.

Question 2

Employee satisfaction would be an example of measuring which perspective?
A)Financial
B)Customer
C)Learning and growth
D)Internal business

Accepted Answer

Employee satisfaction falls under the Learning and growth perspective, which focuses on the development and well-being of employees as a means to improve overall organizational performance.

Question 3

Company growth rates (compared to industry growth rates)would be an example of measuring which perspective?
A)Financial
B)Customer
C)Internal business
D)Learning and growth

Accepted Answer

The answer of Company growth rates (compared to industry growth...

Question 4

The ________ from the balanced scorecard focuses on determining if customers are satisfied.
A)internal business perspective
B)learning and growth perspective
C)customer perspective
D)financial perspective

Accepted Answer

The customer perspective of the balanced scorecard is focused on determining if customers are satisfied. It measures things such as customer retention, customer satisfaction, and market share. The other perspectives (internal business, learning and growth, and financial) are focused on other areas of the business.

Question 5

The ________ from the balanced scorecard focuses on continuing to improve and create value.
A)internal business perspective
B)learning and growth perspective
C)customer perspective
D)financial perspective

Accepted Answer

The learning and growth perspective from the balanced scorecard focuses on developing the necessary skills, knowledge, and infrastructure to continue to improve and create value in the organization. This involves investing in employee training and development, creating a culture of innovation and learning, and improving internal processes and systems. The other perspectives (customer, internal business, and financial) are important for achieving overall organizational success, but the learning and growth perspective is specifically focused on continuous improvement and value creation.

Question 6

The ________ approach recognizes that both financial and operational performance measures should be considered when evaluating company performance.
A)financial and operational
B)total
C)complete
D)balanced scorecard

Accepted Answer

The balanced scorecard approach recognizes the importance of considering both financial and operational performance measures when evaluating company performance. This approach involves using a set of metrics to measure performance from four different perspectives: financial, customer, internal processes, and learning and growth. By taking a balanced approach that considers both financial and operational measures, companies can get a more comprehensive view of their performance and make better decisions about how to allocate resources and improve their overall performance.

Question 7

The percentage of market share would be an example of measuring which perspective?
A)Financial
B)Internal business
C)Customer
D)Learning and growth

Accepted Answer

The percentage of market share is a measure of the customer perspective, as it indicates how well the company's products or services are being received by the target market. Other examples of measures for the customer perspective include customer satisfaction ratings and the number of repeat customers. The financial perspective, on the other hand, is concerned with financial performance metrics such as profitability and return on investment, while the internal business perspective focuses on operational efficiency and productivity measures. The learning and growth perspective deals with factors such as employee training and development, innovation, and technology.

Question 8

The percentage of products with schematics and detailed operating instructions available within the company's information system for use by customer service representatives would be an example of measuring which perspective?
A)Financial
B)Customer
C)Learning and growth
D)Internal business

Accepted Answer

The percentage of products with schematics and detailed operating instructions available within the company's information system for use by customer service representatives is an example of measuring the Internal business perspective. This perspective focuses on the processes and operations within the company that contribute to overall success, such as efficiency, quality, and productivity. Ensuring that customer service representatives have the necessary resources to effectively assist customers is an important aspect of the Internal business perspective.

Question 9

The four perspectives of the balanced scorecard include all of the following except
A)financial.
B)customer.
C)cost.
D)learning and growth.

Accepted Answer

The four perspectives of the balanced scorecard are financial, customer, learning and growth, and internal processes. The perspective of cost is not included in the original four perspectives, although it can be considered a sub-perspective of the internal processes perspective.

Question 10

Operations is one factor of the financial perspective of the Balanced Scorecard.

Accepted Answer

Operations is typically considered under the "Internal Business Processes" perspective of the Balanced Scorecard, not the financial perspective. The financial perspective focuses on financial objectives and performance indicators.

Question 11

All four perspectives must always be included on each individual company's balanced scorecard.

Accepted Answer

While the balanced scorecard framework includes four perspectives (financial, customer, internal business processes, and learning and growth), each individual company's balanced scorecard may not necessarily need to include all four perspectives. The specific perspectives and their weightage on the balanced scorecard would depend on the company's goals, strategy, and organizational culture.

Question 12

Total hours of continuing professional education taken by employees would be an example of measuring which perspective?
A)Financial
B)Customer
C)Internal business
D)Learning and growth

Accepted Answer

Measuring the total hours of continuing professional education taken by employees falls under the Learning and Growth perspective, as it assesses the company's investment in employee skills and knowledge development.

Question 13

The number of defects found during the manufacturing process would be an example of measuring which perspective?
A)Internal business
B)Customer
C)Financial
D)Learning and growth

Accepted Answer

The number of defects found during the manufacturing process relates to the Internal Business perspective, which focuses on improving internal processes and operations to drive better outcomes. Monitoring defects can help identify opportunities for improvement in the manufacturing process to enhance efficiency and quality, leading to better overall business performance.

Question 14

The results of a customer survey about customer experiences with the company's services would be an example of measuring which perspective?
A)Financial
B)Customer
C)Internal business
D)Learning and growth

Accepted Answer

The customer survey is directly related to measuring the customer perspective, as it provides feedback on their experiences with the company's services.

Question 15

The number of new services offered during the period would be an example of measuring which perspective?
A)Financial
B)Customer
C)Internal business
D)Learning and growth

Accepted Answer

The answer of The number of new services offered during...

Question 16

The ________ from the balanced scorecard focuses on determining the company's "climate for action."
A)internal business perspective
B)learning and growth perspective
C)customer perspective
D)financial perspective

Accepted Answer

The "learning and growth" perspective from the balanced scorecard focuses on determining the company's "climate for action" by evaluating the organization's ability to innovate, learn, and improve. This perspective examines areas such as employee training, development, and motivation, as well as the company's culture and systems for knowledge management.

Question 17

The number of on-time deliveries would be an example of measuring which perspective?
A)Customer
B)Financial
C)Internal business
D)Learning and growth

Accepted Answer

On-time deliveries directly impact customer satisfaction, so this would fall under the Customer perspective.

Question 18

The number of new products developed would be an example of measuring which perspective?
A)Financial
B)Customer
C)Learning and growth
D)Internal business

Accepted Answer

The number of new products developed is a measure of the internal business perspective, as it reflects the company's ability to innovate and improve its processes.

Question 19

The ________ perspective from the balanced scorecard helps managers answer the question, "How do we look to shareholders?"
A)financial
B)internal business
C)customer
D)learning and growth

Accepted Answer

The financial perspective from the balanced scorecard is focused on financial performance measures such as profitability, revenue growth, and return on investment. It helps managers answer the question of how the company looks to shareholders, who are primarily concerned with financial results.

Question 20

The number of repeat customers would be an example of measuring which perspective?
A)Customer
B)Financial
C)Internal business
D)Learning and growth

Accepted Answer

The number of repeat customers is a measure of the satisfaction and loyalty of customers, which falls under the Customer perspective of the Balanced Scorecard framework. This perspective focuses on customer satisfaction, retention, and acquisition to ensure the long-term success of a business.

Quiz 10: Performance Evaluation

The number of rework units would be an example of measuring which perspective?

Employee satisfaction would be an example of measuring which perspective?

Company growth rates (compared to industry growth rates) would be an example of measuring which perspective?

The ________ from the balanced scorecard focuses on determining if customers are satisfied.

The ________ from the balanced scorecard focuses on continuing to improve and create value.

The ________ approach recognizes that both financial and operational performance measures should be considered when evaluating company performance.

The percentage of market share would be an example of measuring which perspective?

The percentage of products with schematics and detailed operating instructions available within the company's information system for use by customer service representatives would be an example of measuring which perspective?

The four perspectives of the balanced scorecard include all of the following except

Operations is one factor of the financial perspective of the Balanced Scorecard.

All four perspectives must always be included on each individual company's balanced scorecard.

Total hours of continuing professional education taken by employees would be an example of measuring which perspective?

The number of defects found during the manufacturing process would be an example of measuring which perspective?

The results of a customer survey about customer experiences with the company's services would be an example of measuring which perspective?

The number of new services offered during the period would be an example of measuring which perspective?

The ________ from the balanced scorecard focuses on determining the company's "climate for action."

The number of on-time deliveries would be an example of measuring which perspective?

The number of new products developed would be an example of measuring which perspective?

The ________ perspective from the balanced scorecard helps managers answer the question, "How do we look to shareholders?"

The number of repeat customers would be an example of measuring which perspective?