a. Within the financial perspective, the souvenir shop manager might be concerned with controlling gross margin percentage or inventory turnover. Within the customer perspective, the souvenir shop manager might be concerned with sales per customer. b. Within the financial perspective, the souvenir shop manager might be concerned with sales revenue or cash flow from operations within a given region. Within the customer perspective, the souvenir shop manager might be concerned with percentage of repeat customers in the region. c. Within the financial perspective, the park general manager might be concerned with stock price or earnings per share. Within the customer perspective, the park general manager might be concerned with online ratings across the entire chain of stores. d. Within the financial perspective, the park general manager might be concerned with sales revenue or cash flow from operations for the general manager's park. Within the customer perspective, the park general manager might be concerned with the park's percentage of repeat customers. e. Within the financial perspective, the CEO might be concerned with stock price or earnings per share. Within the customer perspective, the CEO might be concerned with online ratings across the entire chain of stores. f. Within the financial perspective, the CEO might be concerned with controlling single-store gross margin percentage or inventory turnover. Within the customer perspective, the CEO might be concerned with sales per customer. 1. Assume that API uses a balanced Scorecard approach to formulating its management control system. List three measures that API might use to evaluate each of the four balanced Scorecard perspectives: financial perspective, customer perspective, internal-business process perspective, and learning-and-growth perspective. 2. How would the management controls related to financial and customer perspectives at API differ between the following three managers: a souvenir shop manager, a park general manager, and the corporation's CEO? Adventure Parks Inc. (API) operates 10 theme parks throughout the United States. The company's slogan is "Name Your Adventure," and its mission is to offer an exciting theme park experience to visitors of all ages. API's corporate strategy supports this mission by stressing the importance of sparkling clean surroundings, efficient crowd management, and, above all, cheerful employees. Of course, improved shareholder value drives this strategy. Click the icon to view the list of management controls.) Required Requirement 1. Assume that API uses a balanced Scorecard approach to formulating its management control system. List three measures that API might use to evaluate each of the four balanced Scorecard perspectives: financial perspective, customer perspective, internal-business-process perspective, and learning-and-growth perspective. Select all that apply. O A. Customer perspective-percentage of repeat customers, customer satisfaction (as measured by online surveys), online ratings, market share. O B. Financial perspectivestock price, sales revenue per store, net income, return on investment, cash flow from operations, gross margin percentage, inventory turnover. C. Internal-business process perspective-time per customer transaction, inventory shrinkage, stock-out percentage. D. Internal-business-process perspectivetime per customer transaction, software usage, online ratings. E. Financial perspective days in accounts receivable ratio, gross profit margin, inventory turnover. O F. Learning-and-growth perspective online ratings, percentage of repeat customers, inventory turnover. Requirement 2. How would the management controls related to financial and customer perspectives at API differ between the following three managers: a souvenir shop manager, a park general manager, and the corporation's CEO? Select the management controls related to financial and customer perspective that apply to each manager. Souvenir Shop Manager Park General Manager CEO
