The connection between the topics of chapter 11 may seem tenuous, but it is closer than it may appear. Both manufacturing cycle efficiency and the balanced scorecard rely on an organization identifying the needs of the customer/client. Over time organizations often wander from the core value historically provided as they endeavor to keep products and services new and interesting.

The chapter materials describe how the manufacturer Jaguar Motors self-assessed in order to build a balanced scorecard centered on the customer desires. Retailers and service providers must regularly do the same. For full credit, select four organizations, two retailer and two service provider, and consider what the core value provided by the organization is. For each organization you must specify: the name of the organization, whether it is a retailer or service provider, the core value provided by the organization for its customers/clients, and the core value desired by its customers/clients. You must provide reasoning to support your selection of both core values. You will also identify one other post that you disagree with one or both of the values identified. State why you disagree and provide reasoning for your differing opinion. Keep in mind that these are all our opinions and that we are each allowed to disagree as long as it is done respectfully.