A provider of computer technical support that is using the Balanced Scorecard approach to control would look at ____.
A) the percentage of its employees that have received training during the last year
B) customer defections
C) its cash flow
D) percentage of computer owners that requested support more than five times in a month
E) all of these and more

Question

Quizplus · Accepted Answer

A provider of computer technical support that is using the Balanced Scorecard approach to control would look at all of these areas and more, as the Balanced Scorecard encourages a balanced focus on financial and non-financial measures, including employee learning and growth, customer satisfaction, and financial performance. The percentage of employees that have received training during the last year would reflect the company's commitment to employee development, which is a key aspect of learning and growth. Customer defections would reflect how well the company is meeting customer needs and expectations. Cash flow is a crucial financial measure that is necessary for the long-term sustainability of the organization. Finally, the percentage of computer owners that requested support more than five times in a month would reflect the effectiveness of the support services offered by the organization.

A Provider of Computer Technical Support That Is Using the Balanced