Increase market share Market share of overall gasoline 10% 9.8 % market In ternaI-Business-Process Perspective Improve gasoline quality Quality index 94 points 95 points Improve refinery Refinery-reliability index (%) 91 % 91 % performance Ensure gasoline availability Product-availability index (%) 99 % 100 % Learning-and-Grawth Perspective Increase refinery process Percentage of refinery processes 88% 90% capability with advanced controls Required: 1) Was Caltex successful in implementing its strategy? Explain your answer. 2) Would you have included some measure of employee satisfaction and employee training in the learning-and-growth perspective? Are these objectives critical to Caltex for implementing its strategy? Why or why not? Explain briefly. 3) Explain how Caltex did not achieve its target market share in the total gasoline market but still exceeded its financial targets. Is "market share of overall gasoline market" the correct measure of market share? Explain briefly. 4) Is there a cause-and-effect linkage between improvements in the measures in the internal business-process perspective and the measure in the customer perspective? That is, would you add other measures to the internal-business- process perspective or the customer perspective ? Why or why not ? Explain briey. 5) Do you agree with Caltex's decision not to include measures of changes in operating income from productivity improvements under the financial perspective of the balanced scorecard? Explain briefly AQ-10 La Quinta Corporation La Quinta Corporation manufactures corrugated cardboard boxes. It competes and plans to grow by producing high-quality boxes at low cost and by delivering them to customers in a timely manner. There are many other manufacturers who produce similar boxes. La Quinta believes that continuously improving its manufacturing processes and having satisfied employees are critical to implementing its strategy in the coming year . 1) Is La Quinta's strategy one of product differentiation or cost leadership? Briefly explain . 2) Indicate two measures you would expect to see under each perspective in La Quinta's balanced scorecard for 2009. Explain your answer briefly