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