ITPEC FE Morning April 2021 Question 68
When an IT vendor uses a “Balanced Scorecard” to promote a solution business, which of the following is an example of the learning and growth KPI goal? Here, “solution” means “to support a customer through information technology and professional services that are offered by experts so that the customer can achieve its management objectives.”
Explanation
Training 30 employees as IT professionals — developing people's capabilities is the learning and growth perspective.
A balanced scorecard sets goals in four perspectives: financial (sales, profit), customer (satisfaction, share), internal business process (how work is done), and learning and growth (skills, knowledge, organizational capability that support the other three). Of the four goals, only (d) is about building employees' skills.
Answer (d)
Why not others:
- •(a) — preparing an environment to reuse proposals so that more proposals are made improves how work is done, the internal business process perspective
- •(b) — raising consulting sales to 15% or more of total sales is a financial perspective goal
- •(c) — an average customer satisfaction score of 3.5 or more is a customer perspective goal
Key rule: In a balanced scorecard, money is financial, what customers think is customer, how the work is done is internal process, and people's skills and knowledge are learning and growth.
Business Strategy Management · AI-written, may contain errors
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