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subject : Management Accounting

Zinger Company manufactures electrical goods, such as blenders, hand mixers and electrical stoves. The following non-financial data were collected over the past eight weeks. 4 5 6 17 WEEK 1 2 3 4 5 6 7 8 Cycle time (minutes) 1.2 1.3 1.3 1.5 1.5 1.6 1.6 1.7 Number of defective finished products 42 38 28 39 28 18 18 18 Customer complaints 14 16 16 16 17 19 19 Unresolved customer complaints 7 9 8 9 9 8 10 9 Number of products returned 5 5 3 3 3 1 1 1 Average number of units produced per 50 49 50 47 42 40 40 40 day per employee Percentage of on-time deliveries 90 89 89 85 85 84 84 83 Percentage of customer orders filled 100 100 95 90 90 85 84 83 Average setup time (minutes) 50 52 54 56 58 59 60 60 Analyse the abovementioned measures based on the following non-financial performance information; Production processing Product quality Customer satisfaction Delivery performance Illustrate a balanced Scorecard for Zinger. Consider the four perspectives of Kaplan's and Norton's balanced scorecard. For each perspective, develop objectives and a series of performance measures. Consider both lag and lead indicators. Your illustration should assist the management of Zinger in solving the company's present problem (hint: Include the present measures and introduce new measures). B