Please give me some guidance on this:
Read and study "The Balanced Scorecard" on page 634. A balanced scorecard contains four major perspectives: financial performance, customer service, internal business processes, and the organization's capacity for learning and growth. Describe the advantages of using a balanced scorecard to measure and control organizational performance. Use your current or past organizational context to identify and assess specific customer service metrics that are practiced to monitor how well the organization is achieving its customer performance goal - "How well do we serve our customers?"