Appendix A
Glossary
artifacts The visible aspects of an organizational culture.
attitude Tendency to respond in a certain way, either positively or negatively, to something. In testing parlance, an attitude survey measures the strength and the direction of attitudes, with a single score for each attitude. Such surveys require considerable technical expertise to construct.
balanced scorecard A measurement approach that focuses on linking an organization’s mission and strategy to performance. It measures not only financials, but also customers, internal business processes, and learning and growth.
benchmarking A systematic process of learning from ...
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