The balanced scorecard $($BSC$)$ is a valuable tool that provides managers with a holistic picture of the organization from four perspectives. This activity is important because using the BSC ensures that organizations don$$t rely too heavily on only one measure of performance at the expense of other, equally$-$important performance indicators.

The goal of this activity is to increase your understanding of the main questions asked by each of the four underlying perspectives of the BSC$,$ as well as your understanding of the measures used to assess performance from each of the four perspectives.

Listed below are main questions asked by each of the four perspectives underlying the balanced scorecard or measures used to assess each of the four perspectives. For each item, select the appropriate underlying perspective that the item best represents.

$1.$ Measures of revenue growth and productivity growth

Financial perspective

$2.$ Measures of customer acquisition, retention, satisfaction, and service quality

Customer perspective

$3.$ Main question: Can we continue to improve and create value?

Learning and growth perspective

$4.$ Main question: How do we look to shareholders?

Financial perspective

$5.$ Measures of innovation, safety, and good corporate citizenship

Internal business process perspective

$6.$ Measures of employee engagement, retention, training budget, and technology utilization

Internal business process perspective

$7.$ Main question: How do our customers see us$?$

Learning and growth perspective

$8.$ Main question: What must we excel at$?$

Internal business process perspective