Question

Which of the following statements about the categories of measures commonly included in a balance scorecard are correct? (You may select more than one answer. Single click the box with the question mark to produce a check mark for a correct answer and double click the box with the question mark to empty the box for a wrong answerſ Any boxes left with a question mark will be automatically graded as incorrect.) 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. 2 The company's employees need to continuously learn in order to improve internal business processes,

Answer 1

Correct option:

b) Improving business processes is necessary to improve customer satisfaction.

d) The company’s employees need to continuously learn in order to improve internal business processes.

Customer satisfaction levels will increase when company processes are improved. As an illustration, defect elimination can raise customer satisfaction levels. Employees of the organization must get ongoing training in order to enhance the internal business process, for instance, via quality assurance or equipment maintenance. Therefore, the second and fourth options are the correct ones.

When customer happiness increases, financial outcomes will follow. For instance, higher levels of customer satisfaction might boost sales. Increased financial performance won't translate into higher customer happiness. Before a company's personnel may learn and develop, internal business processes do not need to be modified. The efficiency of internal corporate processes depends on staff skill development.

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