The balanced scorecard (BSC) commonly measures what a company considers important from four different perspectives. The BSC must integrate with the organization's mission, vision, and strategy, but it is predominantly a performance measurement tool to compare actual results against desired objectives. Which of the following questions would address the customer perspective?
A) At what processes must we excel in order to satisfy customers?
B) How must the organization learn and improve to achieve our vision?
C) How must we look to our customers in order to achieve our vision?
D) How must we look to our shareholders in order to succeed?

Question

Quizplus · Accepted Answer

This question requires familiarity with the four perspectives of the BSC and knowledge of what would support a rationale for one of them. Choice C is the only choice of the four that supports a question raised to address the customer perspective. The other three choices support one of the other three perspectives.

The Balanced Scorecard (BSC) Commonly Measures What a Company Considers