1. Why does Mauricio Santilln needs a BSC? Why is this application useful to him?

2. How does the Microsoft BSC operate as a management system at present? How is each critical success factor measured?

3. What are the strengths and limitations of this BSC? How can Santilln, in spite of the limitations, succeed in controlling the subsidiaries and aligning them to Microsoft objectives?

4. Based on the new challenges faced by Microsoft in 1998, list the critical success factors and gather them into a BSC. Which of these should be definitively included in the new regional BSCs in order to implement Seattle's strategy in the best way?

5. What did you learn from this BSC implementation process? Which are the main characteristics of a flexible BSC?

(from microsoft latin america case study)