Balanced Scorecard (original) Target Performance For October Actual Performance For October

Financial Perspective Increase Profits Net Profit Margin 12% 3% Return on Investment 7% 2%

Customer Perspective Retain Customers Retention Rate 80% 78% Number of complaints received per month 6 7

Internal Processes Perspective Increase Efficiency Number of spoiled batches 1 2

Learning and Growth Perspective Employee Satisfaction Employee turnover 0 2 Employee satisfaction rating 9 6

AP-5B Requirements: Provide possible solutions regarding the company's areas of unfavorable performance.