Question 1

The focus of the learning and growth perspective of the Balanced Scorecard includes employee capabilities that continually improve customer relationships.

Accepted Answer

A) True 
 B)False

Question 2

The greatest threat to successful Balanced Scorecard implementation is:

Accepted Answer

A)  poor scorecard design.
B)  a poor organizational process for development and implementation.
C)  too few scorecard measures.
D)  too many financial perspective measures.E) None of the above
F) A) and C)

Question 3

Important measures in the customer perspective usually include the percentage of repeat customers and growth in sales to existing customers.

Accepted Answer

A) True 
 B)False

Question 4

________ translate(s) an organization's mission,vision,and strategy into a comprehensive set of performance measures that provide the framework for implementing its strategy.

Accepted Answer

A)  Critical success factors
B)  The value proposition
C)  Objectives
D)  The Balanced ScorecardE) B) and D)
F) All of the above

Question 5

It is useful to think of the process perspective of the Balanced Scorecard within four groupings that include all of the following EXCEPT:

Accepted Answer

A)  operating management processes.
B)  customer management processes.
C)  innovation processes.
D)  regulatory and social processes.E) C) and D)
F) None of the above

Question 6

Problems may arise when developing a Balanced Scorecard for all of the following reasons EXCEPT:

Accepted Answer

A)  poor organizational process for development and implementation of the Balanced Scorecard.
B)  too few scorecard measures.
C)  senior executives share the strategy and Scorecard with middle managers and employees on the front line.
D)  none of the aboveE) A) and B)
F) A) and C)

Question 7

To further Dakota's strategy,measures on the Balanced Scorecard would MOST likely include:

Accepted Answer

A)  shorter cycle times.
B)  manufacturing quality.
C)  yield.
D)  lowest cost supplier.E) B) and C)
F) None of the above

Question 8

The purpose of the Balanced Scorecard is BEST described as helping an organization:

Accepted Answer

A)  develop customer relations.
B)  mobilize employee skills for continuous improvements in processing capabilities, quality, and response times.
C)  introduce innovative products and services desired by target customers.
D)  translate an organization's mission,vision,and strategy into a set of performance measures that help to implement the strategy.E) All of the above
F) C) and D)

Question 9

Managers for the learning and growth perspective of the Balanced Scorecard must invest in all of the following EXCEPT:

Accepted Answer

A)  improve asset utilization.
B)  improving the skills of their employees.
C)  enhancing information technology and systems.
D)  aligning employees to the company's objectives.E) None of the above
F) A) and B)

Question 10

An important financial metric in the Balanced Scorecard is return on investment.

Accepted Answer

A) True 
 B)False

Question 11

If a performance measure in the customer perspective of the Balanced Scorecard was customer loyalty,then a driver from the process perspective would MOST likely be:

Accepted Answer

A)  implementing cutting-edge technology.
B)  repeat sales.
C)  high-quality production processes.
D)  increased profits.E) A) and C)
F) A) and B)

Question 12

The measurement of the objectives for the Balanced Scorecard:

Accepted Answer

A)  creates focus for the future.
B)  communicates an important message to all employees.
C)  focuses the entire organization on strategic implementation of company's outcomes.
D)  All of the above are correct.E) B) and C)
F) A) and C)

Question 13

The learning and growth perspective addresses what employee capabilities,information systems,and organizational capabilities we need to continually improve.

Accepted Answer

A) True 
 B)False

Question 14

Give at least two examples of intangible assets.Are intangible assets critical for success? Explain.

Accepted Answer

Yes, business has moved from the industr...

Question 15

The number of customer complaints about a product is an example of a Balanced Scorecard's measure of the:

Accepted Answer

A)  process perspective.
B)  customer perspective.
C)  learning and growth perspective.
D)  financial perspective.E) C) and D)
F) A) and B)

Question 16

The ________ perspective of the Balanced Scorecard asks,"How is success measured by our shareholders?"

Accepted Answer

A)  learning and growth
B)  customer
C)  financial
D)  shareholderE) All of the above
F) A) and B)

Question 17

________ describe(s) specifically how success in achieving objectives in a Balanced Scorecard is determined.

Accepted Answer

A)  Measures
B)  The value proposition
C)  Targets
D)  The Balanced ScorecardE) All of the above
F) B) and C)

Question 18

Identify the BEST description of the Balanced Scorecard's customer perspective.To achieve our firm's vision and strategy:

Accepted Answer

A)  How do we lower costs?
B)  How do we motivate employees?
C)  How can we obtain greater profits?
D)  How does the company intend to attract,retain,and deepen relationships with targeted customers by differentiating itself from competitors?E) A) and C)
F) A) and D)

Question 19

________ are the basic,day-to-day processes that produce products and services and deliver them to customers.

Accepted Answer

A)  Measures
B)  The value proposition
C)  Operations management processes
D)  The balanced scorecardE) C) and D)
F) All of the above

Question 20

The following statements are true regarding the customer perspective in the Balanced Scorecard EXCEPT:

Accepted Answer

A)  Customer satisfaction leads to customer retention
B)  A customer target might be to reduce cash expenses by 3%.
C)  Customer retention generally leads to increased customer profitability
D)  Success in the customer perspective should lead to improvement in the financial perspective.E) A) and D)
F) A) and C)

Exam 2: The Balanced Scorecard and Strategy Map

The greatest threat to successful Balanced Scorecard implementation is:

Correct AnswerverifiedShow Answer

It is useful to think of the process perspective of the Balanced Scorecard within four groupings that include all of the following EXCEPT:

Correct AnswerverifiedShow Answer

________ translate(s) an organization's mission,vision,and strategy into a comprehensive set of performance measures that provide the framework for implementing its strategy.

Correct AnswerverifiedShow Answer

The measurement of the objectives for the Balanced Scorecard:

Correct AnswerverifiedShow Answer

The number of customer complaints about a product is an example of a Balanced Scorecard's measure of the:

Correct AnswerverifiedShow Answer

The purpose of the Balanced Scorecard is BEST described as helping an organization:

Correct AnswerverifiedShow Answer

Managers for the learning and growth perspective of the Balanced Scorecard must invest in all of the following EXCEPT:

Correct AnswerverifiedShow Answer

If a performance measure in the customer perspective of the Balanced Scorecard was customer loyalty,then a driver from the process perspective would MOST likely be:

Correct AnswerverifiedShow Answer

To further Dakota's strategy,measures on the Balanced Scorecard would MOST likely include:

Correct AnswerverifiedShow Answer

An important financial metric in the Balanced Scorecard is return on investment.

Correct AnswerverifiedShow Answer

Identify the BEST description of the Balanced Scorecard's customer perspective.To achieve our firm's vision and strategy:

Correct AnswerverifiedShow Answer

Give at least two examples of intangible assets.Are intangible assets critical for success? Explain.

Correct AnswerverifiedYes, business has moved from the industr...View AnswerShow Answer

Important measures in the customer perspective usually include the percentage of repeat customers and growth in sales to existing customers.

Correct AnswerverifiedShow Answer

The learning and growth perspective addresses what employee capabilities,information systems,and organizational capabilities we need to continually improve.

Correct AnswerverifiedShow Answer

________ are the basic,day-to-day processes that produce products and services and deliver them to customers.

Correct AnswerverifiedShow Answer

The ________ perspective of the Balanced Scorecard asks,"How is success measured by our shareholders?"

Correct AnswerverifiedShow Answer

________ describe(s) specifically how success in achieving objectives in a Balanced Scorecard is determined.

Correct AnswerverifiedShow Answer

The following statements are true regarding the customer perspective in the Balanced Scorecard EXCEPT:

Correct AnswerverifiedShow Answer

Problems may arise when developing a Balanced Scorecard for all of the following reasons EXCEPT:

Correct AnswerverifiedShow Answer

The focus of the learning and growth perspective of the Balanced Scorecard includes employee capabilities that continually improve customer relationships.

Correct AnswerverifiedShow Answer

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Yes, business has moved from the industr...
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