Perspectives Performance Measures Internal business process Percentage of defective-product units Customer Return on assets Number of patents Learning and growth Financial Employee turnover rate Strategic Objectives Net income Customer profitability Acquire new customers Increase shareholder value Percentage of processes with real-time feedback Retain customers Return on sales Improve manufacturing quality Develop profitable customers Increase proprietary products Increase information-system capabilities Enhance employee skills Average job-related training-hours per employee Return on equity Percentage of on-time deliveries by suppliers Product cost per unit Profit per salesperson Percentage of error-free invoices Customer cost per unit Ontime delivery by suppliers Increase profit generated by each salesperson Introduce new products Earnings per share Number of new customers Minimize invoice-error rate Percentage of customers retained
Perspectives Performance Measures Internal business process Percentage of defective-product units Customer Return on assets Number of patents Learning and growth Financial Employee turnover rate Strategic Objectives Net income Customer profitability Acquire new customers Increase shareholder value Percentage of processes with real-time feedback Retain customers Return on sales Improve manufacturing quality Develop profitable customers Increase proprietary products Increase information-system capabilities Enhance employee skills Average job-related training-hours per employee Return on equity Percentage of on-time deliveries by suppliers Product cost per unit Profit per salesperson Percentage of error-free invoices Customer cost per unit Ontime delivery by suppliers Increase profit generated by each salesperson Introduce new products Earnings per share Number of new customers Minimize invoice-error rate Percentage of customers retained
Chapter1: Financial Statements And Business Decisions
Section: Chapter Questions
Problem 1Q
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Question
Balanced scorecard. Following is a random-order listing of perspectives, strategic objectives, and performance measures for the balanced scorecard.
For each perspective, select those strategic objectives from the list that best relate to it. For each strategic
objective, select the most appropriate performance measure(s) from the list.
Transcribed Image Text:Perspectives
Performance Measures
Internal business process
Percentage of defective-product units
Customer
Return on assets
Number of patents
Learning and growth
Financial
Employee turnover rate
Strategic Objectives
Net income
Customer profitability
Acquire new customers
Increase shareholder value
Percentage of processes with real-time feedback
Retain customers
Return on sales
Improve manufacturing quality
Develop profitable customers
Increase proprietary products
Increase information-system capabilities
Enhance employee skills
Average job-related training-hours per employee
Return on equity
Percentage of on-time deliveries by suppliers
Product cost per unit
Profit per salesperson
Percentage of error-free invoices
Customer cost per unit
Ontime delivery by suppliers
Increase profit generated by each salesperson
Introduce new products
Earnings per share
Number of new customers
Minimize invoice-error rate
Percentage of customers retained
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