According to Kaplan and Norton, a balanced scorecard includes all of the following key performance measurement areas except the _____.
A)customer satisfaction perspective
B)operational excellence perspective
C)innovation perspective
D)human resource perspective
E)financial perspective

Question

Quizplus · Accepted Answer

According to Kaplan and Norton, a balanced scorecard includes four key performance measurement areas: financial perspective, customer satisfaction perspective, internal business process perspective (which includes operational excellence), and innovation and learning perspective. Human resource perspective is not a key performance measurement area according to Kaplan and Norton's definition of a balanced scorecard.

According to Kaplan and Norton, a Balanced Scorecard Includes All