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Tom is attempting to measure how his customers views his firm. To do this, he uses the balanced-scorecard framework because he knows that

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Tom uses the balanced-scorecard framework because he knows that the the framework complements the financial measures with operational measures on customer satisfaction and internal operational efficiency.

What is the balanced-scorecard?

The balanced-scorecard is a concept that includes non-financial operational data when using the financial metrics so that future financial performance can be calibrated based on many drivers of performance. Particularly, it measures:

  • Customer satisfaction
  • Internal processes efficiency
  • Organization’s innovation and improvement activities.

Thus, as Tom attempts to measure customer satisfaction, the best tool to use is the balanced-scorecard framework.

Learn more about the balanced-scorecard framework at https://brainly.com/question/19259487

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