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Problem

Describe how the learning and growth objectives in a balanced scorecard might differ for a firm pursuing a low-total-cost strategy versus one that emphasizes complete customer solutions.

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Step 1/2

A balance scorecard enables to give a better idea for managers to understand the financial measures and thereby help in the performance of the organization. The scorecard gives an insight of four perspectives like financial, customer, internal business processes and learning and growth.

Learning and growth focuses on the intangible assets that needs to align its strategies to attain long term goals. It is the responsibility of the employees of the organization to understand and satisfy the requirements of customers.

Step 2/2

A company that uses a low- cost strategy would gain greater value from total quality management. Whereas a company that stresses on total customer solution strategy would gain more from customer relationship management.