Many Companies Use a Balanced Scorecard for Performance Evaluation

question 79

Multiple Choice

Many companies use a balanced scorecard for performance evaluation. The balanced scorecard has four business perspectives, and utilizes KPIs to evaluate performance in various areas. Which of the following KPIs would relate to the customer perspective?

• A) Hours of employee training
• B) Number of warranty claims
• C) Percentage of market share
• D) Return on investment

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Definitions:

Cognitive Dissonance

A psychological situation where conflicting beliefs, attitudes or behaviors cause mental discomfort, leading to an alteration in one of the beliefs, attitudes, or behaviors to reduce the discomfort.

Purchase Decision

The stage in the buying process where a consumer decides which product or brand to buy after considering various alternatives.

Online Special

Refers to exclusive deals or discounts available through a website or online platform, often used to attract and engage digital shoppers.

Extended Problem Solving

A consumer decision-making process used in complex buying situations, involving detailed search and evaluation.