The balanced scorecard for a service company American Express Company is a major financial services company noted for its American Express card. Some of the performance measures used by the company on its balanced scorecard are listed below. a. For each measure, identify whether the measure best fits the learning and growth, internal processes, customer, or financial performance perspective of the balanced scorecard. Performance Measure Average card member spending Number of Internet features Cards in force Number of merchant signings Earnings growth Number of new card launches Hours of credit consultant training Return on equity Investment i information technology Performance Perspective Revenue growth Number of card choices b. From the list of measures, select the option that would be considered lagging indicators relative to the rest of the measures listed.
The balanced scorecard for a service company American Express Company is a major financial services company noted for its American Express card. Some of the performance measures used by the company on its balanced scorecard are listed below. a. For each measure, identify whether the measure best fits the learning and growth, internal processes, customer, or financial performance perspective of the balanced scorecard. Performance Measure Average card member spending Number of Internet features Cards in force Number of merchant signings Earnings growth Number of new card launches Hours of credit consultant training Return on equity Investment i information technology Performance Perspective Revenue growth Number of card choices b. From the list of measures, select the option that would be considered lagging indicators relative to the rest of the measures listed.
Chapter1: Financial Statements And Business Decisions
Section: Chapter Questions
Problem 1Q
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Transcribed Image Text:The balanced scorecard for a service company
American Express Company is a major financial services company noted for its American Express card. Some of the performance measures used by the company on its
balanced scorecard are listed below.
a. For each measure, identify whether the measure best fits the learning and growth, internal processes, customer, or financial performance perspective of the balanced
scorecard.
Performance Measure
Average card member spending
Number of Internet features
Cards in force
Performance Perspective
Number of merchant signings
Earnings growth
Number of new card launches
Hours of credit consultant training
Return on equity
Investment in information technology
Revenue growth
Number of card choices
b. From the list of measures, select the option that would be considered lagging indicators relative to the rest of the measures listed.
Lagging indicators
Lagging indicators
Lagging indicators
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