1. Build a balanced scorecard for H & R Block that proposes only objectives (goals) and measures for each of the four quadrants of the card (financial, customer, internal, and learning). Make sure there is synchronization between each quadrant (learning should support internal processes; internal processes should support customer needs, customer needs should support financial goals). For example, accuracy might be part of the learning that would support internal processes of improving tax preparation; this in turn would support responsiveness to customers that would support possible gross margin profitability ratio.
3. As a team, identify one area where more control is needed at H & R Block. How involved should your employees be in making this decision? (Hint: Consider using the decision tree Chapter 14 to determine the appropriate level of employee participation in this decision.)
4. “In this firm, the only dimension to measure quality is conformance to management expectations.” Do you agree or disagree with this statement? Why?
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