The Leaning-and-Growth Perspective: Quality Improvements
What are the drivers of internal-business-process quality? Photon’s managers believe that recruiting outstanding design engineers, providing more employee training, lowering employee turnover, and greater employee empowerment and satisfaction will reduce the number of defective products. To create a corporate culture in which Photon’s employees focus on quality, managers encourage them to continuously strive to improve quality by identifying and eliminating the root causes of defects. Photon measures the following factors in the learning-and-growth perspective in the balanced scorecard: