Question 1:

Assign the following metric to one of the four balanced scorecard categories used by ABDC, Inc.:

Number of new clients

a. Internal Process Improvement Measures

b. Customer Satisfaction Measures and brand improvement:

c. Financial Performance Measures

d. Measures of Innovation, Learning and Workforce Growth

Question 2:

Assign the following metric to one of the four balanced scorecard categories used by ABDC, Inc.:

Annual sales growth

a. Customer Satisfaction Measures and brand improvement:

b. Measures of Innovation, Learning and Workforce Growth

b. Financial Performance Measures

d. Internal Process Improvement Measures

Question 3:

Assign the following metric to one of the four balanced scorecard categories used by ABDC, Inc.:

Total returned merchandise

a. Customer Satisfaction Measures and brand improvement:

b. Financial Performance Measures

c. Measures of Innovation, Learning and Workforce Growth

d. Internal Process Improvement Measures

Question 4:

Assign the following metric to one of the four balanced scorecard categories used by ABDC, Inc.:

Number of manufacturing defects

a. Customer Satisfaction Measures and brand improvement:

b. Internal Process Improvement Measures

c. Financial Performance Measures

d. Measures of Innovation, Learning and Workforce Growth

Question 5:

Assign the following metric to one of the four balanced scorecard categories used by ABDC, Inc.:

Number of recurring customers

a. Internal Process Improvement Measures

b. Financial Performance Measures

c. Customer Satisfaction Measures and brand improvement:

d. Measures of Innovation, Learning and Workforce Growth

Question 6:

Assign the following metric to one of the four balanced scorecard categories used by ABDC, Inc.:

Residual Income

a. Measures of Innovation, Learning and Workforce Growth

b. Customer Satisfaction Measures and brand improvement:

c. Internal Process Improvement Measures

d. Financial Performance Measures

Question 7:

Assign the following metric to one of the four balanced scorecard categories used by ABDC, Inc.:

Products discontinued from the market

a. Internal Process Improvement Measures

b. Measures of Innovation, Learning and Workforce Growth

c. Customer Satisfaction Measures and brand improvement:

d. Financial Performance Measures