Answer option C is correct.
The customer perspective of the Balanced Score does focus on the criticality of customer satisfaction.
Answer option A is incorrect. Learning and growth focus on employee training and attitudes towards
the individual and corporate growth.
Answer option B is incorrect. Business process scrutinizes internal key business activities.
Answer option D is incorrect. Financial perspectives focus on the financial performance of the
organization.
Reference: Professional in Human Resources Certification Study Guide, Sybex, ISBN: 978-0-470-
43096-5. Chapter Four: Workforce Planning and Employment. Official PHR and SPHR Certification
Guide, HR Certification Institute, ISBN: 978-1-586-44149-4, Section III, The US Body of Knowledge.
Chapter: Business Management and Strategy
Objective: HR Metrics: Measuring Results
