QUESTION 4a Pantas Food, is a national fast-food chain, has experienced a number of problems in the past few years and the management is considering the adoption of a balanced scorecard (BSC) as part of a turnaround effort. Required: a. Briefly explain the concept of a balanced Scorecard and its perspectives. (6 marks) b. Assume that the management is very concerned about customer satisfaction. List four different (and specific) customer-satisfaction measures that may be appropriate for the company. (4 marks) c. Assume that the company wants to return to its formal levels of profitability. List two financial asures for each of the following goals that would allow the management to assess success or failure: (i) Pay creditors on a timely basis (ii) Keep shareholders happy (iii) Improve profitability over time at stores that have been open at least one year. (6 marks) [Total: 16 marks] QUESTION 4b Tangkas Equipment produces a wide variety of sports equipment. Its newest division, Golf and All (GOA), manufactures and sells a single product-Advantage, a golf club that uses global positioning satellite technology to improve the accuracy of golfers' shots. The demand for Advantage is relatively insensitive to price changes. The following data are available for GOA division, which is an investment center for Tangkas Equipment: Total annual fixed costs Variable cost per Advantage Number of Advantage sold each year Average operating assets invested in the division RM 26,000,000 RM 600 170,000 RM 46,000,000 Required: a. Determine GOA's ROI if the selling price of Advantage is RM800 per unit. (3 marks) b. If management requires an ROI of at least 25% from the division, what is the minimum selling price that GOA should charge per unit of Advantage? (6 marks) [Total: 9 marks] Formula Return on Investment (ROI) = Operating Income Investment