Question

Which of the following statements about the categories of measures commonly included in a balance scorecard are correct?

• Financial results must be improved in order to improve customer satisfaction.
• Improving business processes is necessary to improve customer satisfaction.
• Internal business processes need to be improved before the company’s employees are able to learn and grow.
• The company’s employees need to continuously learn in order to improve internal business processes.

Answer 1

Answer is 2^nd option and 4^th option

Explanation:

Improving business process will improve the customer satisfaction levels. For example: Elimination of defects can improve customer satisfaction level. The company employees must be continuously trained to improve the integral business process for example: Quality training, equipment maintenance training which will improve the internal business process. Hence answer is 2^nd and 4^th option.

The financial results will improve when the customer satisfaction is improved. For example improved customer satisfaction can increase sales levels. Improvement in financial results will not improve customer satisfaction. Internal business process need not be improved before company’s employees are able to learn and grow. Internal business process is dependent on employee’s skills to improve.