Question
Following is a random-order listing of perspectives, strategic objectives and performance measures for the balanced scorecard: Perspectives Performance measures Internal-business-process Percentage of defective-product units Customer
Following is a random-order listing of perspectives, strategic objectives and performance measures for the balanced scorecard:
Perspectives | Performance measures |
Internal-business-process | Percentage of defective-product units |
Customer | Return on assets |
Learning-and-growth | Number of patents |
Financial | Employee turnover rate |
Strategic objectives | Customer profitability |
Acquire new customers | Percentage of processes with real-time feedback |
Increase shareholder value | Return on sales |
Retain customers | Average job-related training-hours per employee |
Improve production quality | Return on equity |
Develop profitable customers | Percentage of on-time deliveries by suppliers |
Increase proprietary products | Product cost per unit |
Increase information-system capabilities | Percentage of error-free invoices |
Enhance employee skills | Customer cost per unit |
On-time delivery by suppliers | Earnings per share |
Increase profit generated by each salesperson | Number of new customers |
Introduce new products | Percentage of customers retained |
Minimise invoice-error rate | Net income |
Required Using the template provided, list each perspective and then for each perspective, select those strategic objectives from the list that best relate to it. For each strategic objective, select the most appropriate performance measure(s) from the list to complete the Balance Scorecard. Each perspective on the left should have appropriate objectives and measures on the right.
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