Chapter 11, Problem 48P

(Appendix 11A) Balanced Scorecard

The following list gives a number of measures associated with the Balanced Scorecard:

1. a. Number of new customers
2. b. Percentage of customer complaints resolved with one contact
3. c. Unit product cost
4. d. Cost per distribution channel
5. e. Suggestions per employee
6. f. Warranty repair costs
7. g. Consumer satisfaction (from surveys)
8. h. Cycle time for solving a customer problem
9. i. Strategic job coverage ratio
10. j. On-time delivery percentage
11. k. Percentage of revenues from new products

Required:

1. 1. Classify each performance measure as belonging to one of the following perspectives: financial, customer, internal business process, or learning and growth.
2. 2. Suggest an additional measure for each of the four perspectives.