Chapter 13, Problem 11E

The following if-then statements were taken from a Balanced Scorecard:

1. a. If employee capabilities increase, then process time decreases.
2. b. If process time decreases, then customer retention will increase.
3. c. If customer retention increases, then market share will increase.
4. d. If market share increases, then revenues will increase.

Required:

1. 1. Identify the lead and lag variables, and explain your reasoning.
2. 2. Discuss the implications of Requirement 1 for the financial and learning and growth perspectives.
3. 3. Using the first if-then statement, explain the concept of double-loop feedback.