BU481 Study Guide - Midterm Guide: Product Market, Human Capital, Competitive Advantage
Document Summary
Technical set 1: define and describe the balance scorecard tool and its elements. A strategic mgmt tool, customized to your organization. Internal business processes (quality, productivity, delivery, after sales services), Innovation and learning (employee capabilities, information technology, motivation, alignment), and. Customers (markets share, customer retention, customer acquisition, customer sat, customer profitability). A leading indicator (innovation and learning) will give a headsup to what is coming and a lagging indicator (financials) is an event that has already happened. The financial perspective covers the financial objectives of an organization and allows managers to track. The customer perspective covers the customer objectives such as customer satisfaction, market share. The internal process perspective covers internal operational goals and outlines the key processes. The learning and growth perspective covers the intangible drivers of future success such as human: discuss and describe in details the measures that make up the two axes of the performance matrix. Organizational health - generally softer more qualitative than operating performance.
