(15 pts.)

Greene Corporation is preparing its balanced scorecard for the past quarter. The balanced scorecard contains four perspectives: financial, customer, internal business process, and learning and growth. Through its strategic management planning process, Byrne Corporation has selected two specific objectives for each of the four perspectives. These are:

1. Improve post-sales service

2. Increase number of customers

3. Increase gross margin

4. Improve employee morale

5. Increase profitability of core product line

6. Increase plant safety

7. Improve employee job satisfaction

8. Increase customer retention

Greene Corporation has collected key performance indicators (KPIs) to measure progress toward achieving its specific objectives. The following table contains the KPIs and corresponding data that Byrne Corporation has collected for the past quarter:

KPI	Goal	Actual
Gross margin growth	24%	23%
Number of Customers	12,800	13,500
Number of lost time accidents	1	3
Number of repeat customers	8,900	8,700
Employee turnover	5%	7.5%
Average repair time (in hours)	1.25	1.15
Product line profit margin	18%	15%
Employee satisfaction (1-5)	4	3.8

Prepare a balanced scorecard report for Greene Corporation, using the following format:

Perspective	Objective	KPI	Goal	Actual	Met (y or n)
Financial
Customer
Internal Process
Learning and growth

Place each of the specific objectives listed under the appropriate perspective heading in the report. Select a KPI from the list of KPIs that would be appropriate to measure progress toward each objective. In the last column in the balanced scorecard report, place a "y if the associated KPI goal has been achieved and a "n if hasn't been achieved.