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Employee skill sets and the concept of balanced scorecard have received considerable managerial attention in recent years. Under the balanced scorecard methodology, employee skill sets

Employee skill sets and the concept of balanced scorecard have received considerable managerial attention in recent years. Under the balanced scorecard methodology, employee skill sets are most likely to be addressed and measured under which category?

Choices:

Customer

Learning and growth

Financial

Internal business processes

&

On a balanced scorecard, which of the following is not a customer measure?

Choices:

Service response time

Warranty expense

Economic value added

Market share

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