Describe the advantages of using a balanced scorecard to measure and control organizational performance. Suppose you created a balanced scorecard for Wal Mart. What specific customer serive measures would you include? Solution Balanced scorecard (BSC) is strategic planning system. This system is used to align business activities to the vision of the organization. The advantages of using a balanced scorecard is to measure organizational performance is: (1) BSC helps in guiding managers how to best utilize resources for the purpose of employee training, self improvement of employees and enhancement of knowldge at the company level. This also improves the scope of innovation and the ability to innovate. (2) BSC helps the managers in guaging the effectiveness of the internal business process. If the company\'s products and services are not meeting customer requirements, how can this be achieved. This increases efficiency in the company. (3) BSC helps the managers in assessing whether the customers are being satisfied or not. This helps in increasing the satisfaction level. (4) Financial metrics in BSC will help the managers better manage risks, analyse the cost benefit perspective of a decision. All these will help in increasing financial efficiency. For walmart, the customer service metric or measures will be: (a) Wait time - This is the time that the customers have to spend at the billing counter. (b) Customer retention - This metric sees whether there are repeat customers or not and what is the proportion of repeat customers to total customers. (c) quality - this metric will see the quality of product being sold by Walmart.