Target Performance Performance Actual Objectives Financial Perspective Measures Operating-income changes from productivity Increase shareholder value $2,400,000 $800,000 Operating-income changes from growth $520,000 $250,000 Increase in revenue from new customer acquisition $50,000 $24,000 Customer Perspective Increase customer satisfaction Positive customer survey 70% 65% responses New customers acquired through company sponsored community events Increase customer acquisition 475 350 Internal-Business-Process Perspective Develop innovative services Research and development costs as a percentage of revenue 5% 6% Increase installation efficiency Installation time per customer 5 hours 4.5 hours Increase community involvement Number of new programs with community organizations Number of employees injured in the workplace 12 15 Decrease workplace injuries <3 Learning-and-Growth Perspective Increase employee competence Number of annual training-hours per employee 10 11 Increase leadership skills Number of leadership workshops offered 2 Increase employee safety Percent of employees who have completed safety cetification training awareness 100% 95%
Target Performance Performance Actual Objectives Financial Perspective Measures Operating-income changes from productivity Increase shareholder value $2,400,000 $800,000 Operating-income changes from growth $520,000 $250,000 Increase in revenue from new customer acquisition $50,000 $24,000 Customer Perspective Increase customer satisfaction Positive customer survey 70% 65% responses New customers acquired through company sponsored community events Increase customer acquisition 475 350 Internal-Business-Process Perspective Develop innovative services Research and development costs as a percentage of revenue 5% 6% Increase installation efficiency Installation time per customer 5 hours 4.5 hours Increase community involvement Number of new programs with community organizations Number of employees injured in the workplace 12 15 Decrease workplace injuries <3 Learning-and-Growth Perspective Increase employee competence Number of annual training-hours per employee 10 11 Increase leadership skills Number of leadership workshops offered 2 Increase employee safety Percent of employees who have completed safety cetification training awareness 100% 95%
Chapter1: Financial Statements And Business Decisions
Section: Chapter Questions
Problem 1Q
Related questions
Question
Balanced scorecard, social performance. Comtex Company provides cable and Internet services in the greater Boston area. There are many competitors that provide similar services. Comtex believes that the key to financial success is to offer a quality service at the lowest cost. Comtex currently spends a significant amount of hours on installation and post-installation support. This is one area that the company has targeted for cost reduction. Comtex’s balanced scorecard for 2017 follows in the attatched:
Q.Was Comtex successful in implementing its strategy in 2017? Explain.
Transcribed Image Text:Target
Performance Performance
Actual
Objectives
Financial Perspective
Measures
Operating-income changes from
productivity
Increase shareholder value
$2,400,000
$800,000
Operating-income changes from
growth
$520,000
$250,000
Increase in revenue from new
customer acquisition
$50,000
$24,000
Customer Perspective
Increase customer satisfaction
Positive customer survey
70%
65%
responses
New customers acquired through
company sponsored
community events
Increase customer acquisition
475
350
Internal-Business-Process Perspective
Develop innovative services
Research and development
costs as a percentage
of revenue
5%
6%
Increase installation efficiency
Installation time per customer
5 hours
4.5 hours
Increase community involvement
Number of new programs with
community organizations
Number of employees injured
in the workplace
12
15
Decrease workplace injuries
<3
Learning-and-Growth Perspective
Increase employee competence
Number of annual training-hours
per employee
10
11
Increase leadership skills
Number of leadership workshops
offered
2
Increase employee safety
Percent of employees who have
completed safety cetification
training
awareness
100%
95%
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