ExpertEasy1 markMultiple Choice
CPA · Question 18 · Area I: Business Analysis
In a Balanced Scorecard framework, which of the following performance measures would most likely be categorized under the 'Learning and Growth' perspective?
In a Balanced Scorecard framework, which of the following performance measures would most likely be categorized under the 'Learning and Growth' perspective?
Answer options:
A.
Customer retention rate
B.
Return on Investment (ROI)
C.
Cycle time
D.
Employee training hours per capita
How to approach this question
Map the metric to the 4 perspectives: Financial (Money), Customer (Satisfaction), Internal Process (Efficiency), Learning & Growth (People/Systems).
Full Answer
D.Employee training hours per capita✓ Correct
The Learning and Growth perspective focuses on the intangible assets of an organization, such as human capital (training, skills), information capital (systems), and organization capital (culture). Employee training hours is a classic metric for this perspective.
Common mistakes
Confusing Internal Process (efficiency) with Learning & Growth (capacity to improve).
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