Asked by Konner Powers on Apr 24, 2024
Verified
A balanced scorecard contains both customer and internal business process performance measures because improvements in internal business process should result in improvements in customer satisfaction.
Balanced Scorecard
A strategic planning and management system that uses a range of financial and non-financial measures to assess a company's performance.
Customer Satisfaction
A measure of how products or services supplied by a company meet or surpass customer expectation.
- Recognize the importance and architecture of a balanced scorecard within performance evaluation.
- Recognize the advantages of utilizing both financial and non-financial measures for comprehensive performance evaluation.
Verified Answer
AT
Alyssa TollefsenMay 02, 2024
Final Answer :
True
Explanation :
The balanced scorecard approach recognizes that improving internal business process performance is likely to result in improved customer satisfaction. Therefore, both customer and internal business process performance measures are included in the balanced scorecard.
Learning Objectives
- Recognize the importance and architecture of a balanced scorecard within performance evaluation.
- Recognize the advantages of utilizing both financial and non-financial measures for comprehensive performance evaluation.
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