Chapter 12, Problem 12.34P

Balanced scorecard. Following is a random-order listing of perspectives, strategic objectives, and performance measures for the balanced scorecard.

1. Perspectives
2. Internal business process
3. Customer
4. Learning and growth
5. Financial
6. Strategic Objectives
7. Acquire new customers
8. Increase shareholder value
9. Retain customers
10. Improve manufacturing quality
11. Develop profitable customers
12. Increase proprietary products
13. Increase information-system capabilities
14. Enhance employee skills
15. On-time delivery by suppliers
16. Increase profit generated by each salesperson
17. Introduce new products
18. Minimize invoice-error rate
19. Performance Measures
20. Percentage of defective-product units
21. Return on assets
22. Number of patents
23. Employee turnover rate
24. Net income
25. Customer profitability
26. Percentage of processes with real-time feedback
27. Return on sales
28. Average job-related training-hours per employee
29. Return on equity
30. Percentage of on-time deliveries by suppliers
31. Product cost per unit
32. Profit per salesperson
33. Percentage of error-free invoices
34. Customer cost per unit
35. Earnings per share
36. Number of new customers
37. Percentage of customers retained

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.