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Briefly explain the concept of a balanced scorecard. Why are non-financial performance measures important? ZY Airlines is concerned about the quality of customer service at

  1. Briefly explain the concept of a balanced scorecard. Why are non-financial performance measures important?
  2. ZY Airlines is concerned about the quality of customer service at their call center. You have been asked to develop two measures of customer-satisfaction and quantifiable targets for those measures.

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