=+E13-27 Nonfmancial performance measures Obj 7 Wmdytrail.com is an Internet retailer ofsporting good products. Customers order sporting goods from the company, using an online catalog. The company processes these orders and delivers the requested product from its warehouse. The company wants to provide customers with an excellent purchase experience in order to expand the business through favorable wordof-mouth advertising and to drive repeat business. To help monitor performance, the company developed a set ofperformance measures for its order placement and delivery process.

Budgeting and Standard Cost Systems 523 Average computer response time to customer “clicks”

Dollar amount of returned goods Elapsed time between customer order and product delivery Maintenance dollars divided by hardware investment Number of customer complaints divided by the number of orders Number of misfilled orders Number of orders per warehouse employee Number of page faults or errors due to software programming errors Server (computer) downtime