Sunset Heights Animal Rescue & Protection Society (ANIPAL) is a non-profit organization dedicated to the rescue and protection of domestic animals. It operates several animal shelters in the Sunset Heights area (including animal adoption services), rescues injured or abused domestic animals, and educates volunteers, pet owners, and potential pet owners on animal guardianship. As with all charitable organizations, it is facing increased competition in raising funds and recruiting volunteers. It is also experiencing greater demands for accountability from its donors. Recently it was unable to respond to its board of directors on the costs of running each of its programs and its allocation of funds received to various programs. Although ANIPAL is expected to operate with a balanced budget, it reported an operating deficit last year. Required Requirement 1. Complete a BSC for ANIPAL. First identify the measures that should be included in the financial perspective. Select all that apply. O A. Operating costs by program OB. Number of new donors C. Average donation (in dollars) D. Creating shareholder value E. Total amount of funding from donations or sponsorship F. Operating profit Identify the measures that should be included in the customer perspective. Select all that apply. A. Adoption rate B. Market share O C. Number of lost animals found D. Revenue earned from adoptions OE. Number of animals rescued OF Number of workshops provided Identify the measures that should be included in the internal-business-process perspective. Select all that apply. Identify the measures that should be included in the internal-business process perspective. Select all that apply. A. Creating new packages of products and services B. Efficiency of pet supplies C. Percentage of cages occupied D. Percentage of customers who receive a call after the adoption E. Average time to adoption F. Number of animals in care Identify the measures that should be included in the learning-and-growth perspective. Select all that apply. N A. Average number of certifications for veterinarians B. Employee motivation C. Average time spent with a customer D. Percentage of volunteers trained E. Customer satisfaction F. Percentage of employees trained Requirement 2. What are the corporate governance issues raised, and how might they be addressed? What are the corporate governance issues raised? Select all that apply. A. Low customer-service satisfaction B. Limited funding C. Accountability to donors D. Organization's inability to address the board of directors' request for information E. Inability to turn a profit How might the corporate governance issues be addressed? Select all that apply. DDDDD A. Regularly report results of funding and expenses B. Lower adoption prices and increase expenses C. Implement an information system that records donations and tracks donations earmarked for specific purposes D. Improve the accounting system to track direct costs of individual programs E. Implement a customer rewards program that provides discounts to regular customers
