The Balanced score card

How does one assess a company's performance in areas such as customer satisfication, loyalty, employee morale, technical skills and know how and such other nonquantitative factors that cannot be put in the balance sheet?

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...ow are just as important as the information provided on financial statements.

There are many tools used to look at a company's non quantitative factors in order to determine if the company or organization is on the right track or should changes be made in order to place the company in a more competitive position. First, customer satisfaction is very important in this changing economy where businesses are fighting to win and retain existing customers. Many businesses place customer comment boxes to see what user think about the service they received. Other businesses go a step further and complete onsite service through mystery customers hired by management. This can be done over the phone as we. The feedback proved by these methods can be proving useful moving forward. Second, ...