IC < Font A 4 LA 12 E lil Paragraph < < LA 5 Normal 1 No Spac... Heading Dictate Sensitivity Select Styles E Editing Voice Sensitivity Question A large corporation named Viewa operated exclusively as a subscription Television Broadcaster for many years. However, it began product bundling five years ago, providing broadband and telephone services to its subscribers. Customers who accepted the offer were referred to in the industry as "bundle customers," and they were required to sign up for the broadband, telephone, and subscription Television services as well. Other clients were still able to sign up for subscription television on its own, but not for broadband or telephone services. All Viewa customer contracts are for a minimum of three months. At the start of the agreement, the consumer is sold a subscription TV decoder. However, they can only rent the broadband and telephone equipment from them. The business enjoyed a steady rise in profitability in the initial years after product bundling was introduced. Then, Viewa experienced a decline in operating income and revenues. As a result, employees are unhappy since they are not receiving their incentives. Several reasons were identified for the deterioration of performance: 1) Asewhole.the economy has seen a significant decline in discretionary consumer spending due to inflation and a rise in unemployment. Many subscription Television subscribers are not adhering to their contractual obligations in an effort to save money because after three months they can continue to use the subscription television decoder. The box includes a number of free channels, which the subscriber can still access without paying after terminating their contract. 2) Numerous consumer complaints regarding bad service, particularly the number of calls it occasionally took to fix a problem, were brought up by the company's Customer Care Call Centre, which is located in another nation. 3) Some bundle consumers discovered that their broadband service is inoperable after signing up for it. As a result, they are promptly terminating their contracts for all services within the contractually permissible 14-day cancellation period. In response to the above problems and in an attempt to increase revenues and profits, Viewa made the following changes to the business: 1) It made the strategic decision to remove the subscription TV-broadband-telephone package from the market and replace it with a stand-alone offering for each service. 2) The company promises not to raise pricing for any of its three services for a full year. 3) It enhanced the quality of staff training provided for Call Centre staff members and moved them back to the country of origin. 4) It looked into and fixed the issue with the clients' broadband service. It is now one year since the changes were made and the Operations Director wants to use a Balanced Scorecard to assess the extent to which the changes have been successful in improving the performance of the business. Required: For each perspective of the Balanced Scorecard, identify ONE goal (objective) together with two corresponding performance measures that could be used by the Page 11 of 11 company to assess whether the changes have been successful. Justify the use of each of the performance measures that you choose. Focus BB