Which one of the following statements is true of the models of organizational performance?
A) The theory of the Service-Profit Chain model is that employees, through the service delivery system, create customer value and drive profitability.
B) The five performance perspectives of the balanced scorecard model are cost, time, quality, flexibility, and innovation.
C) The external perspective in the balanced scorecard model includes value-creation and support processes.
D) The strategic planning category of Baldrige model focuses on reviewing data and using the results to improve the performance of an organization.

Question

Quizplus · Accepted Answer

The Service-Profit Chain model emphasizes the importance of employees in creating customer value and driving profitability. Choice B is incorrect because the five perspectives of the balanced scorecard model are financial, customer, internal business processes, learning and growth, and not cost, time, quality, flexibility, and innovation. Choice C is incorrect because the external perspective in the balanced scorecard model includes customer and market-related perspectives, not value-creation and support processes. Finally, Choice D is incorrect because the Baldrige model's strategic planning category focuses on developing strategic objectives and action plans, not just reviewing data.

Which One of the Following Statements Is True of the Models