Continual Service Improvement (CSI) Practice Exam

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Who developed the Balanced Scorecard management tool?

Peter Drucker
Robert Kaplan and David Norton
Michael Porter
Henry Mintzberg

The correct answer is: Robert Kaplan and David Norton

The Balanced Scorecard management tool was developed by Robert Kaplan and David Norton. This strategic planning and management system helps organizations align their business activities to their vision and strategy, improve internal and external communications, and monitor organizational performance against strategic goals. Kaplan and Norton introduced the Balanced Scorecard in the early 1990s as a framework that moves beyond traditional financial measures to include other important aspects of performance. This multidimensional approach incorporates financial, customer, internal business processes, and learning and growth perspectives, giving organizations a more comprehensive view of their performance and the factors that drive it. The work of Kaplan and Norton in creating the Balanced Scorecard has had a significant impact on the way organizations manage their strategies and make data-driven decisions, which is critical to the principles of Continual Service Improvement. This framework enables organizations to articulate their strategy in terms of specific objectives and measures, thus facilitating continuous evaluation and enhancement of their services and processes.