Under the balanced scorecard concept, employee satisfaction and retention are measures used under which of the following perspectives?
- Customer.
- Internal business.
- Learning and growth.
- Financial.
Answer(s): C
Explanation:
The balanced scorecard is an accounting report that connects the firm's critical success factors CSFs) determined in a strategic analysis to measures of its performance. CSFs are financial and nonfinancial measures. For the learning, growth, and innovation perspective, the CSFs may be development of new products, promptness of their introduction, human resource development, morale, and competence of the workforce. Measures of employee satisfaction, retention, and competence may include RD personnel qualifications, hours of training, skill set levels attained, personnel turnover, and personnel complaints and survey results.