Financial and non-financial performance measures: Financial measures are those quantitative measure, which has an economical value and can be express in monetary terms. Such as return on investment and residual income, etc. Non-financial measures are those qualitative measures, which does not have any economical value and cannot be express in monetary terms. Such as customer satisfaction and number of defects, etc. To state: Examples of financial and non-financial performance measures.

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Answer 1

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Chapter 23, Problem 23.1Q

To determine

Financial and non-financial performance measures:

Financial measures are those quantitative measure, which has an economical value and can be express in monetary terms. Such as return on investment and residual income, etc.

Non-financial measures are those qualitative measures, which does not have any economical value and cannot be express in monetary terms. Such as customer satisfaction and number of defects, etc.

To state: Examples of financial and non-financial performance measures.

Expert Solution & Answer

Explanation of Solution

The examples of financial and non-financial performance measures from different perspective are as follows:

1. Financial perspective: Net income, return on investment, firm’s stock price, residual income, etc.
2. Customer perspective: Brand image, customer satisfaction, market share in different geographic locations, number of repeat visits, etc.
3. Internal-business process perspective: Customer service, waiting time for customer enquiries, cleanliness of rooms, new services like wireless internet, reduction in waste output, energy and water consumption, etc.
4. Learning-and-growth perspective: Education skills, employees’ satisfaction, hours utilized in employee training, employee turnover, company’s achievement of ISO 14001:2015 certification for environment management, etc.

Hence, the examples of financial and non-financial performance measures are discussed as above.

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Answer 2

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Chapter 23, Problem 23.1Q

To determine

Financial and non-financial performance measures:

Financial measures are those quantitative measure, which has an economical value and can be express in monetary terms. Such as return on investment and residual income, etc.

Non-financial measures are those qualitative measures, which does not have any economical value and cannot be express in monetary terms. Such as customer satisfaction and number of defects, etc.

To state: Examples of financial and non-financial performance measures.

Expert Solution & Answer

Explanation of Solution

The examples of financial and non-financial performance measures from different perspective are as follows:

1. Financial perspective: Net income, return on investment, firm’s stock price, residual income, etc.
2. Customer perspective: Brand image, customer satisfaction, market share in different geographic locations, number of repeat visits, etc.
3. Internal-business process perspective: Customer service, waiting time for customer enquiries, cleanliness of rooms, new services like wireless internet, reduction in waste output, energy and water consumption, etc.
4. Learning-and-growth perspective: Education skills, employees’ satisfaction, hours utilized in employee training, employee turnover, company’s achievement of ISO 14001:2015 certification for environment management, etc.

Hence, the examples of financial and non-financial performance measures are discussed as above.

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Answer 3

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Chapter 23, Problem 23.1Q

To determine

Financial and non-financial performance measures:

Financial measures are those quantitative measure, which has an economical value and can be express in monetary terms. Such as return on investment and residual income, etc.

Non-financial measures are those qualitative measures, which does not have any economical value and cannot be express in monetary terms. Such as customer satisfaction and number of defects, etc.

To state: Examples of financial and non-financial performance measures.

Expert Solution & Answer

Explanation of Solution

The examples of financial and non-financial performance measures from different perspective are as follows:

1. Financial perspective: Net income, return on investment, firm’s stock price, residual income, etc.
2. Customer perspective: Brand image, customer satisfaction, market share in different geographic locations, number of repeat visits, etc.
3. Internal-business process perspective: Customer service, waiting time for customer enquiries, cleanliness of rooms, new services like wireless internet, reduction in waste output, energy and water consumption, etc.
4. Learning-and-growth perspective: Education skills, employees’ satisfaction, hours utilized in employee training, employee turnover, company’s achievement of ISO 14001:2015 certification for environment management, etc.

Hence, the examples of financial and non-financial performance measures are discussed as above.

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Answer 4

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Chapter 23, Problem 23.1Q

To determine

Financial and non-financial performance measures:

Financial measures are those quantitative measure, which has an economical value and can be express in monetary terms. Such as return on investment and residual income, etc.

Non-financial measures are those qualitative measures, which does not have any economical value and cannot be express in monetary terms. Such as customer satisfaction and number of defects, etc.

To state: Examples of financial and non-financial performance measures.

Expert Solution & Answer

Explanation of Solution

The examples of financial and non-financial performance measures from different perspective are as follows:

1. Financial perspective: Net income, return on investment, firm’s stock price, residual income, etc.
2. Customer perspective: Brand image, customer satisfaction, market share in different geographic locations, number of repeat visits, etc.
3. Internal-business process perspective: Customer service, waiting time for customer enquiries, cleanliness of rooms, new services like wireless internet, reduction in waste output, energy and water consumption, etc.
4. Learning-and-growth perspective: Education skills, employees’ satisfaction, hours utilized in employee training, employee turnover, company’s achievement of ISO 14001:2015 certification for environment management, etc.

Hence, the examples of financial and non-financial performance measures are discussed as above.

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Answer 5

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Answer 6

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Answer 7

Chapter 23, Problem 23.1Q

To determine

Financial and non-financial performance measures:

Financial measures are those quantitative measure, which has an economical value and can be express in monetary terms. Such as return on investment and residual income, etc.

Non-financial measures are those qualitative measures, which does not have any economical value and cannot be express in monetary terms. Such as customer satisfaction and number of defects, etc.

To state: Examples of financial and non-financial performance measures.

Expert Solution & Answer

Explanation of Solution

The examples of financial and non-financial performance measures from different perspective are as follows:

1. Financial perspective: Net income, return on investment, firm’s stock price, residual income, etc.
2. Customer perspective: Brand image, customer satisfaction, market share in different geographic locations, number of repeat visits, etc.
3. Internal-business process perspective: Customer service, waiting time for customer enquiries, cleanliness of rooms, new services like wireless internet, reduction in waste output, energy and water consumption, etc.
4. Learning-and-growth perspective: Education skills, employees’ satisfaction, hours utilized in employee training, employee turnover, company’s achievement of ISO 14001:2015 certification for environment management, etc.

Hence, the examples of financial and non-financial performance measures are discussed as above.

Answer 8

Chapter 23, Problem 23.1Q

To determine

Financial and non-financial performance measures:

Financial measures are those quantitative measure, which has an economical value and can be express in monetary terms. Such as return on investment and residual income, etc.

Non-financial measures are those qualitative measures, which does not have any economical value and cannot be express in monetary terms. Such as customer satisfaction and number of defects, etc.

To state: Examples of financial and non-financial performance measures.

Expert Solution & Answer

Explanation of Solution

The examples of financial and non-financial performance measures from different perspective are as follows:

1. Financial perspective: Net income, return on investment, firm’s stock price, residual income, etc.
2. Customer perspective: Brand image, customer satisfaction, market share in different geographic locations, number of repeat visits, etc.
3. Internal-business process perspective: Customer service, waiting time for customer enquiries, cleanliness of rooms, new services like wireless internet, reduction in waste output, energy and water consumption, etc.
4. Learning-and-growth perspective: Education skills, employees’ satisfaction, hours utilized in employee training, employee turnover, company’s achievement of ISO 14001:2015 certification for environment management, etc.

Hence, the examples of financial and non-financial performance measures are discussed as above.

Answer 9

Chapter 23, Problem 23.1Q

To determine

Financial and non-financial performance measures:

Financial measures are those quantitative measure, which has an economical value and can be express in monetary terms. Such as return on investment and residual income, etc.

Non-financial measures are those qualitative measures, which does not have any economical value and cannot be express in monetary terms. Such as customer satisfaction and number of defects, etc.

To state: Examples of financial and non-financial performance measures.

Answer 10

Expert Solution & Answer

Explanation of Solution

The examples of financial and non-financial performance measures from different perspective are as follows:

1. Financial perspective: Net income, return on investment, firm’s stock price, residual income, etc.
2. Customer perspective: Brand image, customer satisfaction, market share in different geographic locations, number of repeat visits, etc.
3. Internal-business process perspective: Customer service, waiting time for customer enquiries, cleanliness of rooms, new services like wireless internet, reduction in waste output, energy and water consumption, etc.
4. Learning-and-growth perspective: Education skills, employees’ satisfaction, hours utilized in employee training, employee turnover, company’s achievement of ISO 14001:2015 certification for environment management, etc.

Hence, the examples of financial and non-financial performance measures are discussed as above.

Answer 11

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Answer 12

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Answer 13

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