Highland State Company provides cable and Internet services in Barcelona. There are many competitors that provide similar services. Highland State believes that the key to financial success is to offer a quality service at the lowest cost. Highland State currently spends a significant amount of hours on installation and post-installation support. This is one area that the company has targeted for cost reduction. Highland State's balanced Scorecard for 2017 follows. Target Actual Objectives Measures Performance Performance Financial Perspective Increase shareholder value Operating-income changes from productivity $1,200,000 $400,000 Operating-income changes from growth $260,000 $125,000 Increase in revenue from new customer acquisition $25,000 $12,000 Customer Perspective Increase customer satisfaction Positive customer survey responses 70% 65% Increase customer acquisition New customers acquired through company sponsored community events 475 Internal-Business Process Perspective Develop innovative services Research and development costs as a percentage of revenue 5% 6% Increase installation efficiency Installation time per customer 5 hours 4.5 hours Increase community involvement Number of new programs with community organizations; Decrease workplace injuries Number of employees injured in the workplace Learning-and-Growth Perspective Increase employee competence Number of annual training-hours per employee 10 11 Increase leadership skills Number of leadership workshops offered Increase employee safety Percent of employees who have completed safety certification training 100% 95% 350 12 15