1. What are the four perspectives in BSC ?
- Customer. Encourages the identification of measures that answer the question "How do customers see us?" Examples: percent of sales from new products, on time delivery, share of important customers' purchases, ranking by important customers.
- Financial. Encourages the identification of a few relevant high-level financial measures. In particular, designers were encouraged to choose measures that helped inform the answer to the question "How do we look to shareholders?"
- Internal Business Processes. Encourages the identification of measures that answer the question "What must we excel at?" Examples: cycle time, unit cost, yield, new product introductions.
- Learning and Growth. Encourages the identification of measures that answer the question "How can we continue to improve, create value and innovate?". Examples: time to develop new generation of products, life cycle to product maturity, time to market versus competition.
2. What does the term balanced refer to in BSC ?
The term balanced means BSC make sure the balance of four perspectives in BSC, because
BSC designed to overcome the limitation of system that are financially focused.
3.What is strategy map ?
A visual display that delineates the relationships among the key organizational objectives for all four BSC perspectives
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