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Balanced Scorecard for a service company American Express Company is a major financial services company, noted for its American Express card. Below are some of
Balanced Scorecard for a service company
American Express Company is a major financial services company, noted for its American Express card. Below are some of the performance measures used by the company in its balanced scorecard follow:
Average card member spending |
Cards in force |
Earnings growth |
Hours of credit consultant training |
Investment in information technology |
Number of card choices |
Number of Internet features |
Number of merchant signings |
Number of new card launches |
Return on equity |
Revenue growth |
For each measure, identify whether the measure best fits the innovation, customer, internal process, or financial dimension of the balanced scorecard.
Performance Measure | Area |
Average card member spending | |
Cards in force | |
Earnings growth | Financial |
Hours of credit consultant training | |
Investment in information technology | |
Number of card choices | |
Number of Internet features | |
Number of merchant signings | |
Number of new card launches | |
Return on equity | |
Revenue growth | Customer |
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