ITPEC FE Morning April 2021 Question 68
ITPEC FE Morning April 2021 — Question 68 of 80
The Balanced Scorecard (BSC) has four perspectives. The question asks for a Learning & Growth KPI goal.
The four perspectives and how each answer maps to them:
| Perspective | Focus | Answer |
|---|---|---|
| Financial | Revenue, profit, sales volume | (b) increase consulting sales to 15% of total |
| Customer | Satisfaction, loyalty, retention | (c) achieve satisfaction score of 3.5/5 |
| Internal Business Process | Efficiency, reuse, process improvement | (a) reuse proposals to increase solution cases |
| Learning & Growth | Employee skills, training, capabilities | (d) train 30 employees as IT professionals |
The correct answer is (d) because training employees to become IT professionals directly targets workforce capability development, which is the core of the Learning & Growth perspective.
Why not others:
- (a) Reusing proposals and increasing registered solution cases is about improving internal processes → Internal Business Process perspective
- (b) Increasing sales volume to 15% of total sales is a revenue/financial target → Financial perspective
- (c) Setting a customer satisfaction score target measures client perception → Customer perspective
Key rule: Learning & Growth = people development (training, skills, knowledge); if the KPI involves employees getting better, it belongs here.
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