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CMA Final · Strategic Performance Management and Business Valuation · Performance Measurement, Evaluation and Improvement Tools

Under a Balanced Scorecard, a firm tracks the percentage of employees trained on new systems and employee retention rate. Under which perspective do these measures normally fall?

These measures fall under the learning and growth perspective of the Balanced Scorecard. Training coverage and employee retention reflect human capability and the capacity of the organisation to improve, rather than process efficiency, customer outcomes or financial results.

  1. ALearning and growthCorrect
  2. BInternal business process
  3. CCustomer
  4. DFinancial

Explanation

Employee training coverage and retention relate to people capability and are placed in the learning and growth perspective. Internal business process measures cover cycle time and defect rates, so that option is wrong.

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