IAMI is a joint venture automobile and commercial vehicle manufacturer with headquarters in Jakarta, Indonesia. The company was founded in April 2008 and is the successor of the previous Isuzu manufacturer, PE, founded in May 1974. The new company is jointly owned by Isuzu and the holding company AI. The majority of the products are for export to the markets of Thailand, The Philippines, and China. The human resources manager is developing a strategy; he convinced that there is a positive relationship between worker skill with consumer satisfaction. Furthermore, more satisfied consumers pay their bills more quickly. It was hypothesized that as employees became more involved and more productive, their morale would improve. Thus the strategy incorporated key objectives that would lead to increased productivity and involvement :

a. Workers skills are upgraded and the manufacturing process is redesigned, then manufacturing cycle time will be decreased

b. Decrease rework

c. Increase implementation of employee suggestions

d. Cycle time decrease then delivery reliability will improve and process costs will decrease

e. Delivery reliability improves, then consumer retention will increase

f. Customer retention increases, then market share will increase

g. Market share increases, then sales will increase

h. Sales increase and cost decrease then profits will increase

i. Profits increase, then shareholder value will increase

j. Increase revenue from new products

1. How does balance scorecard improve the performance for IAMI Company?

2. Classify the objectives by perspective, and suggest a measure for each objective

3. Draw strategy map that illustrates the likely causal relationship among the strategic