Question 5 (4 points) B Company has the following selected indicators from its b

Question

Question 5 (4 points)

B Company has the following selected indicators from its balanced scorecard.

Which area (perspective) is showing a negative trend over the four month period?

Question 5 options:

internal business perspective

quality management perspective

customer perspective quality

learning and growth perspective

Indicator January February March April Manufacturing Cycle Efficiency (In days) 45 44 42 40 Cash flow from operations $15,000 $16,000 $17,000 $18,000 % of customers retained 78% 77% 74% 72% % of employees retained 95% 95% 92% 95%

Explanation / Answer

Customer perspective quality is showing a negative trend over the four month period as the % of customers retained have decreased over time. The company has failed to retain its existing customers. Option C is correct

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