10.3 Review - The Balanced Scorecard

What can be used to measure performance with respect to customer satisfaction?

Customer retention rates

What are the two types of customer performance measures?

Leading performance and outcome performance

Traditional financial measures are now being supplemented in which area(s)?

Learning and growth Customer service Internal process improvement ~All of these are correct

A balanced scorecard approach to performance measurement would allow the inclusion of all but which of the following measures?

Measures of customer satisfaction Measures of financial performance Measures of financial performance ~All of these could be measures in a balanced scorecard

An example of an innovation process measure is:

Modifications required per design

An example of an outcome measure of learning and growth is:

Not Average time to disseminate information to employees

An example of a leading performance measure is:

Not Company's percent of total number of customers in the market Not Customer retention rates

Customer satisfaction is the result of the right combination of:

Not Cost, quality, and product performance

An example of a service-after-sale process measure is:

Not Costs per customer service incident

Defective products per million produced is an example of a(n):

Not Financial performance measure

Which of the following is a measure of performance that, if accomplished, should lead to a desired result?

Not Lagging indicators

An example of an operations process measure is:

Not Modifications required per design

An example of a leading measure of learning and growth is:

Not Percentage of employees participating in education activities Not Output per employee

Which of the following is a measure of learning and growth in an organization?

Not Productivity

Defective products per million produced is an example of a(n):

Not Service-after-sale process measure

Performance measures that allow a company to monitor the capabilities of the employee, the information system, and the organizational structure would best be called:

Not Service-after-sale process measures

Which of the following is not true of the balanced scorecard approach to performance measurement?

Not The measures should be linked such that improvement on one measure should lead to improvement in related measures Not The measures developed must match the company's strategy and vision

An example of an outcome performance measure is:

Number of defecting customers

The criticism of traditional management accounting measures is that they focus too much on:

Periodic financial measures