An example of a nonfinancial measure for customer satisfaction is: delivery delay employee turnover number of defects on the production line process yield none of the above could be customer satisfaction measures
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An example of a nonfinancial measure for customer satisfaction is:
delivery delay
employee turnover
number of defects on the production line
process yield
none of the above could be customer satisfaction measures
2.Measures of the balanced scorecard's financial perspective might include all of the following EXCEPT:
operating income
customer satisfaction
gross profit percentage
cost reductions
3.
Which of the following is NOT true of the balanced scorecard?
Different strategies call for different scorecard measures.
Successful implementation requires commitment and leadership from top management.
Only objective measures should be used and subjective measures should be avoided.
Cause and effect linkages are implied by the balanced scorecard, and even though they may not be precise, can and should evolve over time.
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