7 identify the best description of the balanced scorecard 39 s learning and growth p 4312186

7 identify the best description of the balanced scorecard 39 s learning and growth p 4312186

7) Identify the BEST description of the Balanced Scorecard's learning and growth perspective. To achieve our firm's vision and strategy:

A) How do we obtain a greater market share?

B) What do our noncustomers consider to be most important?

C) What new processes do our customers value?

D) How do we identify the objectives for the people, information technology, and organizational alignment that will drive improvement in the various process objectives?

8) The return-on-investment ratio is an example of a Balanced Scorecard's measure of the:

A) internal perspective.

B) customer perspective.

C) learning and growth perspective.

D) financial perspective.

9) The number of customer complaints about a product is an example of a Balanced Scorecard's measure of the:

A) process perspective.

B) customer perspective.

C) learning and growth perspective.

D) financial perspective.

10) Manufacturing cycle efficiency is an example of a Balanced Scorecard's measure of the:

A) process perspective.

B) customer perspective.

C) learning and growth perspective.

D) financial perspective.

11) Surveys of employees' satisfaction is an example of a Balanced Scorecard's measure of the:

A) process perspective.

B) customer perspective.

C) learning and growth perspective.

D) financial perspective.

12) Measures of the Balanced Scorecard's learning and growth perspective include:

A) number of environmental and safety incidents.

B) number of on-time deliveries.

C) number of process improvements.

D) revenue growth.

13) In the Balanced Scorecard, operating income and return on investment

A) indicate whether the company's strategy and its implementation are increasing shareholders' value.

B) are learning and growth measures.

C) are more important process measures than market share.

D) are direct measures of customer satisfaction.

14) It is useful to think of the process perspective of the Balanced Scorecard within four groupings that include all of the following EXCEPT:

A) operating management processes.

B) customer management processes.

C) innovation processes.

D) regulatory and social processes.

15) Managers for the learning and growth perspective of the Balanced Scorecard must invest in all of the following EXCEPT:

A) improve asset utilization.

B) improving the skills of their employees.

C) enhancing information technology and systems.

D) aligning employees to the company's objectives.

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