1. Each of the following describes a key performance indicator. Determine which of the balanced scorecard perspectives is being addressed (financial, customer, internal business, or learning and growth).

a. Employee turnover

b. Earnings per share

c. Percentage of on-time deliveries

d. Revenue growth rate

e. Percentage of defects discovered during manufacturing

f. Number of warranties claimed g. New product development time h. Number of repeat customers i. Number of employee suggestions implemented 2. Read the following company initiatives and determine which of the balanced scorecard perspectives is being addressed (financial, customer, internal business, or learning and growth).

a. Purchasing efficient production equipment

b. Providing employee training

c. Updating retail store lighting to improve customer experience

d. Paying quarterly dividends

e. Updating the company’s information system