Creating a Balanced Scorecard Dashboard to Track Performance \begin{tabular}{|c|c|} \hline KPI & Target \\ \hline \multicolumn{2}{|l|}{ Financial } \\ \hline Increase revenue & Increase over time \\ \hline Decrease COGS & Decrease over time \\ \hline Increase profit & Increase over time \\ \hline \multicolumn{2}{|l|}{ Customer } \\ \hline Positive Net Promoter Score & \begin{tabular}{l} - At least 75% "promoters" (i.e., 75% \\ of responses of 9 or 10 ) \\ - Less than 10% detractors (i.e., less \\ than 10% of responses of 6 or less) \\ - NPS Increases (or stable) over time \end{tabular} \\ \hline \multicolumn{2}{|l|}{ Internal Processes } \\ \hline \begin{tabular}{l} Minimize time required to serve a \\ meal \end{tabular} & Average time to table should be below 18 minutes \\ \hline Optimize table turnover & Average meal time should be less than 90 minutes \\ \hline \multicolumn{2}{|l|}{ Learning and Growth } \\ \hline Positive Employee Satisfaction & \begin{tabular}{l} - At least 80% of scores greater than 4 \\ - Increase employee satisfaction score \\ over time. \end{tabular} \\ \hline Improve employee training & \begin{tabular}{l} 75% of employees have completed 20 hours of \\ training \end{tabular} \\ \hline \end{tabular} 1. In which of the following months did Castaway's meet its goals for Time to Table? a. December 2013 b. February 2014 c. March 2014 d. June 2014 2. Approximately what percentage of employees have completed the required training? a. 5% b. 50% c. 58% d. 64% 4. In how many months did Castaway's miss its goal related to Average time required to get food to customers? a. 2 b. 3 c. 6 d. 10