Question

Match each of the performance indicators with the objectives below and with the one of the four balanced scorecard perspectives.

a) Costs efficiency rates

b) New language courses to employees

c) Improvement of delivery times

d) EBITDA

e) Number of interviews to employees

f) Loyalty rate of customers

g) New number of products

h) Net increase of customers

Objective	Perspective	Indicator
New number of customers
Increase productivity
Reduction of costs
Improve the employees satisfaction
Increase profitability
Reduce the time of delivery
Increase connection with the customers
Improve the employees language knowledge

Answer 1

Objective	Perspective	Indicator
New number of customers	Customer Satisfaction	h) Net increase of Customers
Increase productivity	Internal business process	g)New number of products
Reduction of costs	Financial	a) Costs efficiency rates
Improve the employees satisfaction	Learning and growth	e) Number of interviews to employees
Increase profitability	Financial	d) EBITDA
Reduce the time of delivery	Internal business process	c) Improvement of delivery times
Increase connection with the customers	Customer Perspective	f) Loyalty rate of customers
Improve the employees language knowledge	Learning and growth of employees	b) New language courses to employees