Question: balanced scorecard involves many different measures of performance ranging from the company's net income to the amount of time a customer must wait in line.

balanced scorecard involves many different measures of performance ranging from the company's net income to the amount of time a customer must wait in line. How does a manager looking at a balanced scorecard know whether a particular score is good or bad? If a customer waits an average

30

seconds, is that good or bad? Is a net income of $

10

million good or bad?

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