Question 1

In the Balanced Scorecard strategy map, which of the following themes is focused on the firm's products and services, more so than the other themes?

Options :

A : Increase Customer Value

B : Build the Franchise

C : Be a Good Corporate Citizen

D : Achieve Operational Excellence

Answer: A

Question 2

Which of the following LEAST contributes to customer value?

Options :

A : Providing customer appreciation

B : Anticipating and adjusting for the psychological cost of the product to the customer

C : Providing a caring customer service

D : Enticing customers to participate in surveys

Answer: D

Question 3

Which of the following questions is MOST critical because it leads to more effective thinking and planning?

Options :

A : When?

B : Why?

C : Who?

D : What?

Answer: B

Question 4

Which of the following is the FIRST thing to do when an organization needs change?

Options :

A : Interview employees to get different perspectives about the changes

B : Analyze what the strategic change entails from a modular and integrated perspective

C : Eliminate all out-of-date aspects of the system

D : Communicate clearly why change is necessary

Answer: D

Question 5

Which of the following best describes the role of leadership in fostering a culture of innovation within an organization?

Options :

A : Encouraging risk-taking and learning from failure

B : Mandating strict adherence to existing processes

C : Limiting employee involvement to top management only

D : Focusing solely on short-term financial targets

Answer: A

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