(1) Can you think of any organizations that do not have relevant "customers" to take into consideration? If there are such, how are they different from other organizations where all parts of the Balanced Scorecard (BSC) operate equally?

(2) Organizations are complex systems with multiple stakeholders. Sometimes the interests of various stakeholders can conflict. Please give an example of a business process where the interests of two (or more) stakeholders are in opposition.

(3) Consideration of the following measures reveals that it can be difficult to quantify these factors. Identify one specific example of a measure of learning and growth measure that you feel could be critical to an organization, but difficult to measure.

(Pick one of the following)

- Real-time availability of accurate customer and internal process information to front-line employees

- Ability to launch new products

- Ability to create more value for customers

- Ability to penetrate new markets

- Alignment of employee incentives with overall organizational success factors

- Rates of improvement in critical customer-based and internal processes