1. Key measures of innovation and learning include ______
a. supply-chain performance
b. processing time
c. percentage of new products developed
d. the variance around the average time
2. The _______ is based on a set of cause-and-effect linkages between internal and external performance, and in this fashion, defines the key performance measurements on which service-based firms should focus.
a. Srvice-Profit Chain model
b. value chain model
c. balanced scorecard inversion model
d. Malcolm Baldrige Performance Excellence program
3. The innovation and learning perspective in the balanced scorecard model includes measures such as:
a. return on investment, economic value added, and shareholder value.
b. number of cooperative customer–company design initiatives and percent of sale from new services.
c. training hours per employee, hiring process effectiveness, and revenue per employee.
d. service-quality levels, design and demand flexibility, and asset utilization.