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Exam 17: The Balanced Scorecard and Strategy Maps

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Question 21

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Balanced scorecards can improve communication and consensus throughout an organisation.

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Question 22

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Non-financial measures are typically not objective enough to serve as effective performance measures.

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Question 23

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Which of the following measures would be most likely to be found in the financial perspective of the balanced scorecard?

The first step in implementing a balanced scorecard is to clarify organisational vision, core competencies, and strategies. The vision:

Successful organisations communicate their vision, strategies, goals, and objectives to upper-level employees.

Steps in the post-sales service cycle of the value chain include:

Managers have traditionally relied on which of the following measures to evaluate performance?

A balanced scorecard usually contains four perspectives: customer, financial, internal business process, and learning and growth.

Which of the following statements is true? I $\text {Traditionally, interial operations were fionitored to improve firancial perfornarice}$ II $\text {In the balanced scorecard approach, monitoring for irrprovernent is riot valued}$ III $\text {Maruagers believe that monitoring performance measures}$ $\quad$\text { related to ary orgarnisations { } ^ { 2 } learing ard growth should lead to } $\quad$$\text {improvements in firancial performance}$

The balanced scorecard implementation process begins with:

Which of the following is an implementation mistake related to the balanced scorecard?

Australia and New Zealand Banking Group Limited (ANZ) is the fourth largest commercial bank in Australia. ANZ assets total $46.1 billion, loans of $26 billion, and total deposits of $35.5 billion. It provides online, telephone, and traditional banking and investment services to both individuals and businesses in Australia. ANZ's mission is to create an exceptional customer experience internationally by providing solutions through leading technologies, offering a wide selection of financial products and services, and leveraging experience to meet customers' needs. Which of the following measures is least likely to be included in the financial perspective of ANZ's balanced scorecard?

One of the balanced scorecard's biggest advantages is the small amount of time and money involved in its implementation.

The steps and cycles in the value chain are most closely associated with which balanced scorecard perspective?

Financial and non-financial indicators are used to assess organisational performance and effectiveness under which of the following approaches?

Which of the following measures would be most likely to be found in the internal business process perspective of the balanced scorecard?

The perspectives in a balanced scorecard:

Strengths of the balanced scorecard can typically be summarised in three groups. Which of the following is not one of them?

Stakeholders in the strategic decision making process include suppliers, customers, and the community.

Which of the following measures would be most likely to be found in the learning and growth perspective of the balanced scorecard?