(a) The Balanced Scorecard is a strategic performance measurement model which was developed by Robert Kaplan and David Norton. Give an overview of the Balanced Scorecard by explaining its different perspectives. (10 marks) (b) Metro Ltd, is a light rail transport system which started operation two years ago The company has recently decided to implement a balanced Scorecard approach to assess its performance management and has established the following relevant goals for each perspective Perspective Goal Customer To increase the number of new customers Perspective To reduce the percentage of customer complaints Internal To reduce delays in the train arrival Process To reduce number of accidents Innovation and To increase the proportion of revenue from new lines learning To increase the percentage of staff time spent on training Financial To increase operational revenue To increase net profit . . . . The following information is also available for the year just ended and for the previous year. New customers Customer complaints Delays in time arrival No of accidents (minor) Revenue from new lines % time spent training Operational Revenue Net profit 2018 80,000 25 1 min 4 Rs 70,500 20% Rs 305,200 Rs 500,000 2019 120,000 48 3 mins 2 Rs 68.675 7% Rs 410,000 Rs 605,000 Required: Using appropriate measures, calculate and comment on whether or not Metro Ltd has achieved its goals (15 marks)