Question 1

Strategy maps

Grand Grocery developed a balanced scorecard with six strategic objectives under the standard four performance perspectives, as follows:

Learning and Internal Processes Customer Financial Growth Improve Train Improve Reduce Improve inventory Increase employee receiving customer employees satisfaction manage- profits errors service mentLearning and Internal Processes Customer Financial Growth Reduce Acquire Reduce Improve production Satisfy the Increase up-to-date employee delivery mal- customer profits technology turnover times functions Award Perform more paid weekly time off machine maintenance Average Number of Percentage Online Average Hours from age of production of customers customer Market production employee ordered to Gross profit mal- survey share delivered who shop tenure machinery functions again rating 5.5 yrs. 3.5 yrs. 42 hrs. 5 per wk. 55% 9.5 25% $210 million