FedEx measures customer satisfaction and service quality with a 12-item statistical measure called the Service Quality Indicator.One of the items measured by FedEx is the number of missed pickups per day.In a balanced performance scorecard,the number of missed pickups per day would represent a(n)_____ measure.

Question

Quizplus · Accepted Answer

The number of missed pickups per day is related to the operational aspect of the business as it measures the efficiency and effectiveness of the pickup process. Therefore, the best choice is option E, which represents operational measures in a balanced performance scorecard. Competitor, customer, financial, and innovation and learning measures are not directly related to the number of missed pickups per day.

FedEx Measures Customer Satisfaction and Service Quality with a 12-Item