Explain the four perspectives of the balanced scorecard and how a balanced scorecard is related to a strategy map.
What will be an ideal response?
A balanced scorecard gives top managers a fast but comprehensive view of the organization via four indicators: (1) customer satisfaction, (2) internal processes, (3) innovation and improvement activities, and (4) financial measures.
The financial perspective answers the question "How do we look to shareholders?" by using financial measures.
The customer perspective answers the question "How do customers see us?" by translating the mission of customer service into specific measures of concerns that really matter to customers.
The internal business perspective asks "What must we excel at?" and looks at quality, employee skills, and productivity as internal things that must be done to meet its customers' expectations.
Finally, the innovation and learning perspective answers the question "Can we continue to improve and create value?" by creating a culture that encourages rank-and-file employees to make suggestions and question the status quo.
The balanced scorecard is related to a strategy map in that the strategy map is a visual representation of the four perspectives of the balanced scorecard that enables managers to communicate their goals so that everyone in the company can understand how their jobs are linked to the overall objectives of the organization.
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A(n) ____________________ is a computer station that provides the public with specific and useful information and services.
Fill in the blank(s) with the appropriate word(s).
Discrimination Based on Disability. PGA Tour, Inc, sponsors professional golf tour-naments. A player may enter in several ways, but the most common method is to compete suc-cessfully in a three-stage qualifying tournament known as the "Q-School." Anyone
may enter the Q-School by submitting two letters of recommendation and paying $3,000 to cover greens fees and the cost of a golf cart, which is permitted during the first two stages, but is prohibited during the third stage. The rules governing the events include the "Rules of Golf," which apply at all levels of amateur and professional golf and do not prohibit the use of golf carts, and the "hard card," which applies specifically to the PGA tour and requires the players to walk the course during most of a tournament. Casey Martin is a talented golfer with a degenerative circulatory disorder that prevents him from walking golf courses. Martin entered the Q-School and asked for permission to use a cart during the third stage. PGA refused. Martin filed a suit in a federal district court against PGA, alleging a violation of the Americans with Disabilities Act. Is a golf cart in these circumstances a "reasonable accommodation" under the ADA? Why or why not?