MULTIPLE CHOICE
1.The balanced scorecard perspective that includes employee satisfaction, retention, and skills is part of the __________ outcome.
a.learning and growthc.customer
b.business processd.financial
2.The balanced scorecard perspective that includes quality, cost, and quantity produced is the __________outcome.
a.learning and growthc.customer
b.business processd.financial
3.The balanced scorecard perspective that includes customer satisfaction and retention is the __________ outcome.
a.learning and growthc.customer
b.business processd.financial
4.The balanced scorecard perspective that includes operating income, economic value added, and return on capital is the __________ outcome.
a.learning and growthc.customer
b.business processd.financial
5.A good performance goal is __________, easily understandable, and results oriented.
a.insubstantialc.concrete
b.measurabled.weighted
6.If you can’t _________ it, you can’t control it, you can’t measure it, and you can’t improve it.
a.definec.see
b.appreciated.increase
7.High-level organizational goals established during the strategic planning process are translated into __________.
a.resultsc.standards
b.performanced.values
8.The easiest things to measure are often not the things most important to _________.
a.defining successc.performance management
b.rewardsd.strategic execution
9.To be __________, results are described in terms of quantity, quality, cost, or timeliness.
a.insubstantialc.concrete
b.measurabled.weighted
10.Pam is working on this year’s performance goals for her team. She should make the goals challenging and __________.
a.legalc.specific
b.fined.regulated