Actual Target Performance Performance Objectives Measures Financial Perspective Increase shareholder value Operating-income changes from price recovery Operating-income changes from growth Cost savings due to reduced packaging size $1,000,000 $1,500,000 S200,000 $250,000 $40,000 $50,000 Customer Perspective Increase market share Market share of overall candy bar market 7.8% 8% Increase the number of new Number of new product offerings product offerings Increase customer acquisitions due to sustainability efforts Percentage of new customers surveyed who required recycled paper options 40% 35% Internal-Business-Process Perspective Reduce time to customer Average design time Internal quality rating (10-point scale) 3 days 3 days Increase quality 7 points 8 points Increase use of recycled materials Recycled materials used as a percentage of total materials used 30% 32% Learning-and-Growth Perspective Increase number of professional Number of chocolatiers 6 chocolatiers Increase number of women and Percentage of women and minorities in the workforce minorities in the workforce 40% 38% 1. Was Gardini successful in implementing its strategy in 2017? Explain your answer. 2. Would you have included some measure of customer satisfaction in the customer perspective? Are these objectives critical to Gardini for implementing its strategy? Why or why not? Explain briefly. 3. Explain why Gardini did not achieve its target market share in the candy bar market but still exceeded its financial targets. Is "market share of overall candy bar market" a good measure of market share for Gardini? Explain briefly. 4. Do you agree with Gardini's decision not to include measures of changes in operating income from productivity improvements under the financial perspective of the balanced scorecard? Explain briefly. 5. Why did Gardini include balanced scorecard standards relating to environmental and social perfor- mance? Is the company meeting its performance objectives in these areas? Required