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CMA Intermediate · Operations Management and Strategic Management · Formulation and Implementation of Strategy

A company uses the Balanced Scorecard to evaluate its strategy. Measuring the percentage of employees trained in new digital tools and employee retention rate falls under which perspective?

These measures belong to the learning and growth perspective of the Balanced Scorecard. That perspective covers employee capability, training, retention and information systems, which are the intangible foundations that enable improvements in internal processes, customer outcomes and ultimately financial results.

  1. ALearning and growth perspectiveCorrect
  2. BInternal business process perspective
  3. CCustomer perspective
  4. DFinancial perspective

Explanation

The learning and growth perspective covers employee skills, training, retention, information systems and culture. Internal process measures concern cycle time and defects, customer measures concern satisfaction and market share, and financial measures concern profit and returns.

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