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Exam 18: The Balanced Scorecard and Strategy Maps

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Question 21

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The balanced scorecard approach has been criticised for not capturing core values related to

A) Relations with regulators or approaches to the environment
B) Customer satisfaction
C) Shareholder returns
D) Employee attitudes

E) B) and C)
F) B) and D)

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Question 22

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The balanced scorecard approach to performance evaluation

A) I and III only
B) I and II only
C) II and III only
D) I, II, and III

E) A) and C)
F) All of the above

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Question 23

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An organisation's core competencies can include productivity, reputation, and regulatory advantages.

The purpose of a balanced scorecard is to translate organisational vision and strategies into performance objectives that can be monitored over time.

An organisational vision is concerned with creating value for stakeholders, including

The balanced scorecard's perspectives

Which of the following is a synonym for an organisation's vision?

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

The balanced scorecard implementation process begins with

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

Components of organisational strategy include

The perspectives in a typical balanced scorecard include all of the following except

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

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

The basis of a balanced scorecard is continuous strategic analysis from as many perspectives as possible.

National Bank of Victoria (NBOV) is the fourth largest commercial bank in Australia. NBOV 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. NBOV'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. NBOV could develop a balanced scorecard for

Strengths of the balanced scorecard related to communication and linkages include

Once balanced scorecard measures have been chosen, they should not be changed for at least five years.

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

The balanced scorecard may be inappropriate for