問29
頻出度★★☆
航空会社 A 社では, 経営戦略を実現するために, バランススコアカードの四つの視点ごとに戦略目標を設定した。b に該当するものはどれか。ここで, a～d はア～エのどれかに対応するものとする。
| 四つの視点 | 戦略目標 |
|---|---|
| a | 利益率の向上 |
| b | 競合路線内での最低料金の提供 |
| c | 機体の実稼働時間の増加 |
| d | 機体整備士のチームワーク向上 |
平成30年度 春期 ITパスポート試験 問29
This question's explanation and your answers so far.
解説
問 29
Incorrectア
The “Learning and growth perspective” deals with the foundation that produces future results, such as employees’ skills, awareness, and organizational capabilities. In the table it corresponds to d, “Improving the teamwork of aircraft maintenance staff,” and does not correspond to b, which is offering fares to customers.
Incorrectイ
The “Business process perspective” deals with internal operational efficiency and operational improvements. In the table it corresponds to c, “Increasing the actual operating time of aircraft,” and does not correspond to b, which is delivering value to customers.
- ウ
正解 Strategic objective b, “Offering the lowest fare among competing routes,” indicates what value (low price) is delivered to customers, and it directly relates to customer satisfaction and being chosen in the market. Among the four perspectives of the Balanced Scorecard, the one that corresponds to this is the “Customer perspective,” so the correct answer is ウ. The assignment to the four perspectives is: a Improving the profit rate = Financial, b Offering the lowest fare = Customer, c Increasing the actual operating time of aircraft = Business process, d Improving the teamwork of aircraft maintenance staff = Learning and growth; thus b matches ウ.
Incorrectエ
The “Financial perspective” deals with financial results such as profit rate, sales, and cost. In the table it corresponds to a, “Improving the profit rate.” b, “Offering the lowest fare,” is value delivered to customers, not a financial result itself, so it does not correspond.
ここがポイント
- The four perspectives of the Balanced Scorecard (BSC) are financial, customer, business process, and learning and growth. Management strategy is translated into strategic objectives in a balanced way across these four perspectives.
- The key is which perspective each strategic objective is assigned to. Value delivered to customers, such as fares and satisfaction, belongs to the “Customer perspective”; profit rate belongs to “Financial”; internal operations such as operating time belong to “Business process”; and employees’ skills and teamwork belong to “Learning and growth.”
用語