Homework 1

Data) Spotlight optical gear co, is a national manufacturer of outdoor sporting and camping equipment. Its corporate mission is to design, manufacture and sell innovative optical and electrical products for the outdoor enthusiast.

Recently, it has been designing a new flashlight to add to its outdoor optic product line. Spotlight optical and the GPx are the bases for the target costing, budgeting and balanced scorecard (Performance measurement) questions on the homework.

The development of GPx rechargeable waterproof flashlight highlighted a number of issues the company feels it must address during this upcoming fiscal year to continue to successfully meet its corporate mission.

The company has identified the following 3 customer focused issues. If properly measured, the company believes these issues will be properly addressed and competitive sales growth achieved.

1)Increase Customer Feedback received on existing products

2)Increase the number of new customers during the upcoming fiscal year

3)Increase the average order size from existing customers.

In the 3 questions directly below, select the S.M.A.R.T measurement you feel would best address or improve each of these corporate issues.

Q1)

Corporate issue 1) Increase customer feedback received on existing products

(Select the S.M.A.R.T measurement you feel would best address this issue)

1.# of invitations sent to existing customers to participate in upcoming focus groups

2.# of customers focus group held during the year

3.Time (in hours) to respond to customer feedback on company website

4.% on time delivery to customers

5.Time (in seconds) to answer customer calls

Q3) Issue: Increase the number of new customers

(Select the S.M.A.R.T measurement you feel would best address this issue)

1.$ of commission paid to sales force for exceeding sales targets

2.# of first time orders from customers who have never ordered before

3.$ of credit applied to existing customer orders for new customer referrals

4.Time (in days) to fulfill new customer orders

5.Time (in hours) to respond to customer feedback on company website

Q4) Issue: Increase the Average Order size from existing customers

(Select the S.M.A.R.T measurement you feel would best address this issue)

I.% of new customers vs. existing customers during fiscal year

II.% change in current year average order size vs last year average order size

III.Sales in $ growth of top 10 customers

IV.# of days to fulfill large orders from existing customers

V.# of orders delivered on time this year vs prior year