Chapter 5, Problem 2P

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Horngren's Financial & Managerial Accounting: The Managerial Chapters,  8th Edition.  E-M:9-14 Describing the balanced scorecard and identifying key performance indicators for each perspectiveConsider 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. a.Number of customer complaintsb.Number of information system upgrades completedc.Residual incomed.New product development timee.Employee turnover ratef.Percentage of products with online help manualsg.Customer retentionh.Percentage of compensation based on performancei.Percentage of orders filled each weekj.Gross margin growthk.Number of new patentsl.Employee satisfaction ratingsm.Manufacturing cycle time (average length of production process)n.Earnings growtho.Average machine setup timep.Number of new customersq.Employee…

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