Monty Sams wants to measure customer satisfaction within his region. Link an appropriate performance measure with each

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Monty Sams wants to measure customer satisfaction within his region. Link an appropriate performance measure with each balanced scorecard perspective:

Customer Satisfaction

1. Financial (investors)

2. Learning and growth (employees)

3. Internal business processes

4. Customers

Possible Performance Measures

a. Number of cross-trained staff

b. Customer satisfaction rating

c. Time lapse from order to delivery

d. Dollar sales to repeat customers

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Managerial Accounting

ISBN: 978-0618777181

8th Edition

Authors: Susan V. Crosson, Belverd E. Needles

Question Posted: Feb 21, 2013 05:46 AM

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Monty Sams wants to measure customer satisfaction within his region. Link an appropriate performance measure with each

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