Chapter 7

1. Kaplan and Norton (1992).

2. Heskett, Sasser, and Schlesinger (1997).

3. http://www.baldrige.nist.gov

4. Epstein, Kumar, and Westbrook (2000).

5. For the purpose of our discussion, we are defining “validity” as the property of the data to measure what it is truly intended to measure, and “reliability” as the ability of the measurement instrument to produce the same score over repeated measurement periods.