Two Harvard Professors, Robert Kaplan and David Norton, developed the balanced scorecard. This helps managers resist the temptation to fixate on financial measures and use their time to monitor other important factors in their business. There are four different important points on the scorecard: financial, customer, internal business process, and learning and growth measures. Which measure would a Starbucks store use to understand what their customers love the most about their coffee shops?"

Financial Measures

Customer Measures

Internal Business Process Measures

Learning and Growth Measures

Production Measures