Chapter 24, Problem 14E

Consider the following key performance indicators, and classify each indicator according to the balanced scorecard perspective it addresses. Choose from the financial perspective, customer perspective, internal business perspective, and the learning and growth perspective.

1. a. Number of customer complaints
2. b. Number of information system upgrades completed
3. c. Residual income
4. d. New product development time
5. e. Employee turnover rate
6. f. Percentage of products with online help manuals
7. g. Customer retention
8. h. Percentage of compensation based on performance
9. i. Percentage of orders filled each week
10. j. Gross margin growth
11. k. Number of new patents
12. l. Employee satisfaction ratings
13. m. Manufacturing cycle time (average length of production process)
14. n. Earnings growth
15. o. Average machine setup time
16. p. Number of new customers
17. q. Employee promotion rate
18. r. Cash flow from operations
19. s. Customer satisfaction ratings
20. t. Machine downtime
21. u. Finished products per day per employee
22. v. Percentage of employees with access to upgraded system
23. w. Wait time per order prior to start of production