12 Which of the following is not part of the Balanced Scorecard Framework? "How will we sustain change and progress?" What business processes must we excel at?" "What is our current market share?" "How do we appear to shareholders?" 13 The first key to strong financial performance is: Cost control Strategic planning Customer satisfaction Proper allocation of manufacturing overhead Customer satisfaction is the result of the right combination of: Quality, time and product warranty Cost, quality and time Cost, quality, and product performance Discounts, quality and customer support