The balanced scorecard includes four categories which can be described as:

Select one:

customer, process, people, and financial

internal, external, trending up$,$ and trending down

plan, do$,$ check, and act

appraisal, prevention, internal, and external

Anger is one of the states of mind on the change management curve.

It occurs:

Select one:

after feelings of shock and denial

before feelings of shock and denial

after feelings of acceptance

after a commitment to rebuilding