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mgmt 680 test 3
final
223
Management
Graduate
11/02/2011

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Term
organizational structure and controls
Definition
deprived the framework within which strategies are used in both for profit and not for profit organizations
Term
strategy has a more important influence on structure although structure influences strategy
Definition
Term
performance declines when the firm's strategy is not matched with the most appropriate structure and controls
Definition
Term
organizational structure
Definition
specifies the firm's formal reporting relationships, procedures, controls, and authoirty and deciion making processes
Term
firm's structure
Definition
specifies the work to be done and how to do it given the firm's strategy or strategies
Term
structural stability
Definition
provides the capacity the firm requires to consistently and predictably manage its daily work routines
Term
structural flexibility
Definition
provides the opportunity to explore competitive possibilities and then allocate resources to activities that will shape the competitive advantages the firm will need to be successful in the future
Term
an effective flexible organizational structure allows the firm to EXPLOIT current competitive davantages while devleopign new oens
Definition
Term
organizational controls
Definition
guide the use of strategy, indicate how to compare actual results with expected reslts, and suggest corrective actions to take when the difference is unacceptable
Term
strategic controls
financial controls
Definition
types of organizational controls used to support using firm's strategies
Term
strategic controls
Definition
largely subjective criteria intended to verify that the firm issuing apporpirate strategies for the conditions in the external environment and the company's competitive advantgea
Term
strategic controls
Definition
concerned with examining the fit between what the firm might do as suggested by opportutnies in its external environment and what it can do as indicated by its competitive advantages
Term
financial controls
Definition
largely objective criteria used to measure the firm's performance against previously established quanititative standards
Term
roi, roa, market based measures such as EVA
Definition
examples of financial controls
Term
strategic controls
Definition
what type of controls are difficult to use with extensive diversification?
Term
financial controls
Definition
emphasized to evaluate the performance of the firm using the unrelated diversification strategy
Term
large diversified, cost leader, unrelated diversification, activities, capabilities not shared
Definition
what types of companies emphasize financial controls more than strategic?
Term
differentiated, related diversification, corporate wide emphasis on sharing among business units
Definition
what types of companies emphasize strategic controls more than financial?
Term
short term results
Definition
problem with overemphasizing financial controls
Term
strategy and structure have a reciprocal relationships: structure follows strategy
Definition
Term
strategy has much more important influence on structure than the reverse
Definition
Term
simple structure with efficient implementation of formulated strategy

sales growth coordination and control problems

functional structure with efficeint implementation of formulated strategy

sales gorwth coordination and control problems

multidivisional structure
Definition
strategy and structure growth pattern
Term
first by volume
then geography
then integration (vertical/horizontal)
then product/business diversification
Definition
pattern of relationships between strategy and structure predicted by chandler
Term
simple
functional
multividivisonal
Definition
three major types of organizational structures
Term
simple structure
Definition
structure in which the owner-manager makes all major decisions and monitors all activities while the staff serves as an extension of the manager's supervisory authority
Term
owner manager actively works in the business on daily basis, informal relationships, few rules, lmitied task specialization, unsophisticated infomration systmes, focus strategies, busines level stratgies, single product line in single geographic market
Definition
characteristics of simple structure
Term
functional structure
Definition
consists of a chief executive officer and a limited corporate staff, with functional line managers in dominant organizational areas such as production, acct, marketing, etc
Term
functional structure
Definition
allows a functional specialization, thereby facilitating active sharing of knowledge within each functional area
Term
business level strategies and some corporate level strategies, single or domnant business, low levels of diversification
Definition
characteristics of functional structure
Term
market or geographic diversification
Definition
when the firm offers the same products in different markets
Term
product diversification
Definition
when the firm offered different products in several markets
Term
multidivisional structure
"M-form"
Definition
consists of a corporate office and operating divisions, each operating division representating a separate business or profit center in which the top corp officer delegates responsibilites for day to day operations and business unit strategy to division managers
Term
multidivisional structure/m-form
Definition
each division represents a distinct self contained business with its own functional hierarchy
Term
1. enables corporate officers to more accurately monitor the performance of each business, simplifying the problem of control

2. facilitaes comparisions between divisions, improvign the resource allocation process

3. stimulates managers of poorly performing division s to look for ways of improving performance
Definition
m-form's three major benefits
Term
m-form used in diversification corporate level strategy (unrelated and related)
Definition
Term
1. business level strategies and functional structure

2.corporate level strategies and multidivisional structure

3. international stratgies and worldwide structure

4. cooperative stratgies and network structures
Definition
strategy/structure matches that positively contribute to firm performance
Term
1. cost leadership
2. differentiation
3. integrated cost leaderhips/differentiation
Definition
firms use different forms of the functional organizational structure to supoort immplementing what three kinds of strategies?
Term
specialization
centralization
formalziation
Definition
three important structural characteristics:
Term
specialization
Definition
concerned with the type and number of jobs required to complete work
Term
centralization
Definition
the degree to which decision making authority is retained at higher managerial levels
Term
formalization
Definition
the degree to which formal rules and procedures govern work
Term
highly specialized jobs, formal rules, simple reporting relationships, few layers in decision making and authority structure, centralized corporate staff, strong focus on process imporvements though manufacturing function rather than development of new products
Definition
characteristics of the cost leadership form of the functional structure
Term
complex/flexible reporting relationships, frequent use of cross functional product development teams, strong focus on marketing and product R&D rather than manufacturing and process R&D, decentralized decision making, jobs not hihgly specilized, few formal rules
Definition
characteristics of the differentiation form of the functional structure
Term
chandler's research shows that firm's continuing success leads to product or market diversification or both
Definition
Term
cooperative form
Definition
M-form in which horizontal integration is used to bring about ineterdivisional cooperation
Term
Definition
use cooperative form of the multidivisional structure to implement the related constrained strategy
Term
1. cooperative form
2. sbu
3. competitive form
Definition
three variations of the multidivisional structure
Term
structural integration devices with tight links among all divisions,r&D centralized, cooperative sharing
Definition
characteristics of the cooperative form of the multidivisional structure (for implementing related constrained)
Term
standardization
formalization
centralization
Definition
cooperative structure different characteristics of structure
Term
matrix organization
Definition
an organizational structure in which there is a dual structure combining both functional specialization and business product or project speciliaztion; may evolve with related constraiend strategy that can lead to improved coordiation among divisions
Term
unequal flow of positive outcomes/rewards to divisional managers (emphasize overall company performance to overcome this problem)
Definition
problems with cooperative form
Term
related linked diversification strategy
Definition
firms with fewer links or less constrained links among their divisions use what strategy?
Term
strategic business unity
Definition
what form of the multidivisional structure supports implementation of related linked strategy?
Term
strategic business unit form
Definition
m-form structure consisting of corporate headquarters, sbus, and sbu divisions
Term
1. corporate headquarters
2. SBU's
3. SBU divisions
Definition
three levels of SBU form of Multidivisional structure
Term
large firms, complex, structural integration among divisions within sbus, but indepednence across sbus
Definition
characteristics of SBU structure
Term
through efficient internal capital allocations or by restructuring, buying , and selling businesses
Definition
how to firms using the unrelated diversification strategy create value?
Term
competitive
Definition
what form of the multidivisional structure supports implementation of the unrelated diversfiication strategy?
Term
competitive form
Definition
an m-form structure characteristic by complete independence among the firm's divisions which compete for corporate resources
Term
1. internal competition creates flexibility to allocate resources to best division
2. internal competition challenges the status quo and intertia
3. internal competiion motivates efforts in that the challenge of competting against internal peers can be as great as the challenge of competing against external rivals
Definition
three benefits expected from internal competition in competitive form-multidivisional structure-unrleated diversifaction
Term
primarily financial controls
Definition
what type of organizational controls are used to emphasize and support internal competiion among separate divisions in competitive-multidivisional-unrelated diversification
Term
corporate headquarters, divisions are independent and separate for financial evaluatin purposes, divisions compete for corporate resoruces
Definition
characteristics of the competitive form of the multidivisional structure (unrelated strategy)
Term
related constrained strategy
Definition
cooperative m-form
Term
related linked strategy
Definition
sbu m form
Term
unrelated diversification strategy
Definition
competitive m form
Term
centralized at corporate office
extensive integration mechanisms
emphasize subjective/strategic criteria for divisional performance appraisals
divisional incentive compenstaion linked to voerall corporate performance
Definition
cooperative m form related constrained strategy characteristics
Term
partially centralized in sbus
moderate use of integration mechanisms
use a mixture of subjective/strategic and objective/financial critiera for divisional performance appraisals
divisional incentive compesation mixed linkage to corp, sbu, and divisional peformance
Definition
sbu m-form related linked strategy characteristics
Term
decentralized to divisions
nonexistent integration mechanisms
divisonal performance appraisals emaphsize objective/financial criteria
divisinoal incentive compesation linked to divisional peformance
Definition
competitive m-form unrelated diversification strategy
Term
cooperative structure
Definition
most centralized and most costly structural m-form
Term
competitive structure
Definition
least centralized with lowest bureaucratic cost
Term
multidomestic strategy
Definition
decentralizes the firm's strategic and operating decisions to business units in each country so that product characteristics can be tailored to local preferences
Term
worldwide geographic area structure
Definition
what structure is used to implement the multidomestic strategy?
Term
worldwide geographic area structure
Definition
emphasizes national interests and facilitates the firm's efforts to satisfy local differneces
Term
emphasis on differentiation by local demand to fit an area or country culture, corp HQ coordinates financial resources among independent subsidiaries, like a decentralized federation
Definition
characteristics of worldwide geographic area structure for implementing a multidomestic strategy
Term
the inability to create strong global efficiency
Definition
key disadvantage of the multidomestic strategy/worldwide geographic area structure match
Term
worldwide product divisional structure
Definition
structure used to implement the global strategy
Term
global strategy
Definition
the firm offers standardized products across country markets
Term
worldwide procut divisional structure
Definition
decision making authority is centralized in the worldwide division headquarters to coordiante and integrate decisions and actions among divisinoal business units
Term
worldwide product divisional structure
Definition
often used in rapidly growing firms seeking to manage their diversified product lines effectively
Term
the difficult involved with coordinating decisions across country borders
and
the inability to quickly respond to local needs and preferences
Definition
disadvantages of the global strategy/worldwide structure combination
Term
transnational strategy
Definition
calls for the firm to combine the multidomestic strategy's local reaponsiveness withe the blogal strategy's efficency
Term
combination structure
Definition
used to implement the transactional strategy
Term
combination structure
Definition
a structure drawing characteristics and mechanisms from both the worldwide geographic area structure and the worldwide product divisional structure
Term
global matrix structure
hybrid global design
Definition
what are the two possible combination structures that are used to implement the transational strategy?
Term
global matrix design
Definition
brings together both local market and product expertise into teams that develop and respond to the global marketplace; promotes flexibility in designing products and responding to customer needs
Term
places employees in a position of being accountable to more than one manager
Definition
severe limitation of the global matrix design
Term
hybrid structure design of combination structure
Definition
some divisions are oriented toward products while others are oriented toward market areas
Term
network strategy
Definition
exists when partners form several alliances in order to improve the performance of the alliance network itself through cooperative endeavors
Term
when a firm becomes involved with combination of cooperative relationships, it is part of a strategic network (alliance constellation/portfolio)
Definition
Term
strategic network
Definition
group of firms that has been formed to create value by participating in multipel cooperative arrangements
Term
strategic center firm
Definition
firm around which a strategic network's cooperative relationships revolve
Term
strategic outscoring
competences
technology
race to learn
Definition
four primary tasks in which a strategic center firm is engaged as it manages the strategic network and controls its operations:
Term
vertical and horizontal
Definition
two types of business level complementary alliances
Term
corporate level cooperative strategies (such as franchising)
Definition
used to facilitate product an market diversification
Term
distributed strategic networks
Definition
the organizational structure used to manage international cooperative strategies
Term
organizational structure
Definition
specifies the firm's formal reporting relationships, procedures, controls, and authority and decision making processes
Term
organizational structure
Definition
details the work to be done in a firm and how that work is to be accomplished
Term
organizational controls
Definition
guide the use of strategy, indicate how to compare actual and expected results, and suggest actions to take to improve perforance when it falls below expectations
Term
functional structure
Definition
used to implement business level strategies
Term
cost leadership strategy
Definition
requires a centralized functional structure in which manufacturing efficiency and process engineering are emaphsied
Term
centralized functional structure
Definition
structure in which manufacturing efficiency and process engineering are emphasized
Term
differentiation strategy's functional structure
Definition
decentralizes implementation related decisions,especially those concerned with marketing, to those involved with individual organizational functions
Term
focus strategies
Definition
often used in small firms; require a simple structure until such time that the firm diversifies in terms of products and/or markets
Term
cooperative m form
Definition
used to implement the related constrained corporate level strategy
Term
cooperative m form
Definition
centralized corporate office and extensive integrating mechanisms divisional incentives linked to overall corporate performance to foster cooperation among divisions
Term
related linked SBU m-form structure
Definition
establishes separate profit centers within the diversified firm
Term
competitive m-form structure
Definition
used to implement the unrelated diversification strategy
Term
competitive m-form structure
Definition
highly decentralized, lacks integrating mechanisms, and utilizes objective financial criteria to evaluate each unit's performance
Term
multidomestic strategy
Definition
implemented through the worldwide geographic area structure
Term
worldwide product divisional structure
Definition
used to implement the global strategy
Term
worldwide product divisional structure
Definition
centralized in order to coordinate and integrate different functions activities so as to gain global economizes of scope and scale; decision making authority centralized in worldwide division headquarters
Term
transnational strategy
Definition
implemented through the combination structure
Term
cooperative strategies
Definition
implemented through organizational structures framed around strategic networks
Term
business level strategies are often employed in vertical and horizontal alliance networks
Definition
Term
distrusted networks often used for international cooperative strategies
Definition
Term
strategic leadership
Definition
entails the ability to anticipate events, environ possibilities, maintain flexibility, and empower others to create strategic change
Term
1. determining the firm's strategic direction
2. effectively managing the firm's resource portfolio (including exploiting and maintaining core competencies and managing human capital and social capital)
3. sustaining an effective organizational culture
4. emphasizing ethical practices
5. establishing balanced organizational controls
Definition
five major components of effective strategic leadership
Term
strategic direction
Definition
specifies the image and character the firm wants to develop over time
Term
ability to manage the firm's resource portfolio and manage the processes used to effectively implement the firm's strategy
Definition
critical elements of strategic leadership
Term
managing the resource portfolio
Definition
includes integrating resources to create capabilities and leverage those capabilities through strategies to build competitive advantages
Term
human and social capital
Definition
perhaps the most important resources
Term
strategic leadership
Definition
the ability to anticipate, envision, maintain flexibility, and empower others to create strategic change as necessary
Term
the ability to attract and then manage human capital
Definition
may be the most critical of the strategic leader's skills
Term
strategic leader
Definition
any individual with responsibility for the performance of human capital and/or a part of the firm
Term
transformational leadership
Definition
the most effective strategic leadership style
Term
transformational leadership
Definition
entails motivating followers to exceed the expectation others have of them, to continously enrich their capabities, and to palce the nterests of the organization above their own
Term
1. external environmental sources such as the industry structure, rate of market growth, etc.

2. characteristics of the organization, including its size, age, resources, culture

3. characteristics of the manger, including commitment to the firm and its strategic outcomes, tolerance for ambiguity, aspiration levels, skills in working with diff ppl
Definition
primary factors that determine amount of decision making discretion held by a manager
Term
top mgmt team
Definition
composed of the key individuals who are responsible for selecting and implementing the firm's strategies
Term
internal social capital
Definition
promotes cooperation and coordination within and across units in the firm
Term
external social capital
Definition
provides access to resources the firm needs to compete effectively
Term
improved ethical practices foster social capital
Definition
Term
balanced scorecard
Definition
measures the effectiveness of the firm's strategic and financial controls
Term
organizational culture
Definition
refers to the complex set of ideologies, symbols, and core values shared throughout a firm and that influence how the firm conducts busienss
Term
culture
Definition
the social energy that drives the organization
Term
strategic entrepreneurship
Definition
taking entrepreneurial actions using a strategic perspective
Term
strategic entrepreneurship
Definition
process in which the firm tires to find opportunities in its external environment that it can try to exploit through innovations
Term
entrepreneurship dimension of strategic entrepreneurship
Definition
identifying opportunities to to exploit thru innovations
Term
strategic dimension of strategic entrepreneurship
Definition
determining the best way to manage the firm's innovation efforts
Term
autonomous or induced strategic behavior
Definition
two ways firms internally innovate
Term
internally
cooperative strategies (ie strategic alliances)
acquire other companies
Definition
three methods to innovate
Term
corporate entrepreneurship
Definition
the use or application of entrepreneurship within an established firm
Term
entrepreneurship
Definition
the process by which individuals, teams, or organizations identify and pursue entrepreneurial opportunities without being immediately constrained by the resources they currently control
Term
entrepreneurial opportunities
Definition
conditions in which new goods or services can satisfy a need in the market
Term
to identify and exploit entrepreneurial opportunities that others do not see
Definition
essence of entrepreneurship
Term
entrepreneurship results in creative destruction of existing products and replaces them with new products
Definition
Term
innovation
Definition
the means by which the entrepreneur either creates new wealth producing resources or endowns existing resoruces with enhanced potential for creating weatlh
Term
1. invention
2. innovation
3. imitation
Definition
schumpeter's three types of innovative activities
Term
invention
Definition
the act of creation or developing a new product or process
Term
innovation
Definition
the process of creating a commercial product from an invention
Term
innovation begins after an invention is chosen for development
Definition
Term
innovation
Definition
brings something new into use
Term
technical criteria
Definition
used to determine success of an invention
Term
commercial criteria
Definition
used to determine the success of an innovation
Term
imitation
Definition
the adoption of a similar innovation by different firms
Term
entrepreneurs
Definition
individuals, acting independently or as part of an organization, who perceive an entrepreneurial opportunity and then take risks to develop an innovation to pursue it
Term
entrepreneurial mind set
Definition
values uncertainty in the marketplace and seeks to continuously identify opportunities with the potential to lead to important innovations
Term
international entrepreneur
Definition
process in which firms creatively discover and exploit opportunities that are outside their domestic markets in order to develop a competitive advantage
Term
strong positive relationship between rate of entrepreneurial activity and economic development in a country
Definition
Term
culture
Definition
one of the reasons for the differences in rates of entrepreneurship among different countries
Term
internationally diversified firms are generally more innovative
Definition
Term
incremental and radical innovations
Definition
two types of internal innovations produced when using R&D activities
Term
incremental (what most innovations are)
Definition
build on existing knowledge bases and provide small improvements in the current product lines
Term
incremental innovations
Definition
evolutionary and linear in nature; markets are well defined, product characteristics are well understood, profit margins lower, production technologies efficient, competition based on price
Term
radical innovations
Definition
usually provide significant technological breakthroughs and create new knowledge; revolutionary and nonlinear; use new technologies to serve newly created markets
Term
internal corporate venturing
Definition
set of activities firms use to develop internal inventions and especially innovations; deliberate efforts to internally develop incremental and radical innovations
Term
autonomous and induced strategic behaviors
Definition
two types of internal corporate
venturing
Term
autonomous
Definition
most radical innovations come from what kind of behavior
Term
induced
Definition
most incremental innovations come from what kind of strategic behavior
Term
autonomous strategic behavior
Definition
bottom up process in which product champions pursue new ideas, often through a political process, by means of which they develop and coordinate the commercialization of a new god or service until it achieves success in the marketplace
Term
product champion
Definition
an organizational member with an entrepreneurial vision of a new good/service who seeks to create support for its commercialization
Term
autonomous strategic behavior
Definition
based on a firm's wellspring of knowledge and resources that are the sources of the firm's innovation
Term
concept of corporate strategy -->
structural context -->
induced strategic behavior
Definition
Term
concept of corporate strategy -->
strategic context -->
autonomous strategic behavior
Definition
Term
strategic context of concept of corporate strategy
Definition
the process used to arrive at strategic decisions often requiring political processes to gain acceptance
Term
induced strategic behavior
Definition
top down process whereby the firm's current strategy and structure foster innovations that are closely associated with that strategy and structure
Term
induced strategic behavior
Definition
form of venturing in which the strategy in place is filtered through a matching structural hierarchy; results in internal innovations that are highly consistent with the firm's current strategy
Term
top mgmt team plays key role in induced strategic behavior (composition and effectiveness of the team important)
Definition
Term
cross functional teams
Definition
facilitate efforts to integrate activities associated with different organizational functions
Term
horizontal organizational structures support the use of cross functional teams in their efforts to integrate innovation based activities across organizational functions
Definition
Term
independent frames of reference of team members
organizational politics
Definition
two primary barriers that may prevent the successful use of cross functional teams as a means of integrating organizational functions
Term
time orientation
interpersonal orientation
goal orientation
formality of structure
Definition
functional departments vary along 4 dimensions
Term
highly effective shared values
Definition
glue that promotes integration between functional units
Term
cross functional product development teams

entrepreneurial mind set

facilitation integration and innovation with shared values and
entrepreneurial leadership
Definition
creating value through internal innovation processes
Term
firms engaging in acquisitions introduce fewer new products into the market
Definition
Term
newer entrepreneurial firms must learn how to gain a competitive advantage while older established firms must relearn how to identify
entrepreneurial opportunities
Definition
Term
entrepreneurship
Definition
a process used by individuals, teams, and organizations to identify entrepreneurial opportunities without being immediately constrained by the resources they control
Term
corporate entrepreneurship
Definition
the application of entrepreneurship with ongoing established organizations
Term
entrepreneurial opportunities
Definition
conditions in which new goods or services can satisfy a need in the market
Term
innovation
Definition
the process of creating a commercial product from an invention
Term
imitation
Definition
the adoption of similar innovations by different firms
Term
entrepreneurial mindset
Definition
an orientation that values the potential opportunities available because of the marketplace uncertainties
Term
international entrepreneurship
Definition
process of identifying and exploiting entrepreneurial opportunities outside the firm's domestic markets
Term
induced strategic behavior
Definition
driven by the organizations current corporate strategy and structure
Term
autonomous strategic behavior
Definition
can result in a change to the firm's current strategy and structure arrangements
Term
general
industry
competitor
Definition
three key parts of the firm's external environment
Term
internal
external
Definition
organizations select managers and strategic leaders from two types of managerial labor markets:
Term
internal managerial labor market
Definition
consists of a firm's opportunities for managerial positions and the qualified employees within that firm
Term
external managerial labor market
Definition
the collection of managerial career opportunities and the qualified ppl who are external to the organization in which the opportunities exist
Term
determining strategic direction
Definition
involves specifying the image and charterer the firm seeks to develop over time
Term
strategic direction
Definition
framed within the context of the conditions strategic leaders expect their firm to face in the next 3 to 5 yrs
Term
core ideology
an envisioned future
Definition
two parts of the ideal long term strategic direction
Term
determining strategic direction
establishing balanced organizational controls
Definition
two exercises of effective strategic leadership
Term
effectively managing the firms portfolio of resources
Definition
may be the most important strategic leadership task
Term
financial capital
human capital
social capital
organizational capital
Definition
firm's resources
Term
human capital
Definition
the resource thru which core competencies are developed and used
Term
human capital
Definition
refers to the knowledge and skills of a firms entire workforce
Term
social capital
Definition
involves relationships inside and outside the firm that help the firm accomplish tasks and create value for customers and SH
Term
vibrant organizational culture
Definition
most valuable competitive differentiators for business organizationas
Term
autonomy
innovativeness
risk taking
proactivness
competitive aggressiveness
Definition
five dimensions of a firms entrepreneurial mindset
Term
autonomy
Definition
allows employees to take actions that are free of organizational constraints and permits individuals and groups to be self directed
Term
innovativeness
Definition
reflects a firm's tendency to engage in and support new ideas, novelty, experimentaiton, and creative processes that may result in new products, services, or technological processes
Term
proactiveness
Definition
describes a firm's ability to be a market leader rather than a follower
Term
competitive aggressiveness
Definition
a firm's propensity to take actions that allow it to consistently and substantially outperform its rivals
Term
incremental changes to culture typically used to implement strategies
Definition
Term
organizational controls
Definition
formal, information based procedures used by managers to maintain or alter patterns in organizational activities
Term
strategic controls
Definition
focus on the content of strategic actions rather than their outcomes
Term
balanced scorecard
Definition
framework firms use to verify that they have established both strategic and financial controls to assess their performance
Term
balanced scorecard
Definition
framework most appropriate for use when dealing with business level strategies
Term
financial
customer
internal business processes
learning and growth
Definition
four perspectives integrated to form the balanced scorecard framework
Term
financial perspective of balanced scorecard
Definition
concerned with growth, profitability, and risk from the shareholder's perspective
Term
customer perspective of balanced scorecard
Definition
concerned with the amount of value customers perceive was created by the firms products
Term
internal business processperspective of balanced scorecard
Definition
focus on the priorities for various business processes that create customer and SH satisfaction
Term
learning and growth perspective of balanced scorecard
Definition
concerned with the firm's effort to create a climate that supports change, innovation, and growth
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