Swedish Cruise Lines (SCL), 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 ship in its fleet to oversee the ship's general operations. If SCL 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

A balanced-scorecard approach involves using a comprehensive set of performance measures, including financial, customer, internal process, and learning and growth perspectives, which corresponds to all four categories mentioned.

Swedish Cruise Lines (SCL), Which Operates in a Very Competitive