In a Balanced Scorecard, Which of the Following Is a Key

question 116

Multiple Choice

In a balanced scorecard, which of the following is a key performance indicator of the customer perspective?

• A)Defect rate
• B)Employee satisfaction
• C)Gross margin growth
• D)Number of repeat customers

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Definitions:

Goal-relevant Actions

Activities and measures that are directly linked to the accomplishment of a predetermined objective or set of objectives.

Feedback Toward Goals

Information provided to individuals or groups regarding their progress in achieving specific objectives, intended to guide and improve future performance.

Goal-setting Program

A structured approach to setting and achieving specific, measurable, attainable, relevant, and time-bound goals.

Obstacles

Factors, objects, or conditions that impede progress or make it difficult to achieve an objective.