If a Performance Measure in the Customer Perspective of the Balanced

question 43

Multiple Choice

If a performance measure in the customer perspective of the Balanced Scorecard was customer loyalty,then a driver from the process perspective would MOST likely be:

• A)implementing cutting-edge technology.
• B)repeat sales.
• C)high-quality production processes.
• D)increased profits.

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Definitions:

Validity

The extent to which a concept, conclusion or measurement is well-founded and likely corresponds accurately to the real world.

Unconditional Positive Regard

A concept in client-centered therapy stating that the therapist accepts and supports the client regardless of what the client says or does, fostering a climate of total acceptance.

Reliability

The degree to which an assessment tool produces stable and consistent results.

Highest Potential

The maximum level of achievement or performance that an individual is capable of reaching with their skills and abilities.