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Perspectives Performance Measures Internal business process Percentage of defective-product units Customer Return on assets Number of patents Learning and growth Financial Employee turnover rate Strategic Objectives Net income Customer profitability Acquire new customers Increase shareholder value Percentage of processes with real-time feedback Retain customers Return on sales Improve manufacturing quality Develop profitable customers Increase proprietary products Increase information-system capabilities Enhance employee skills Average job-related training-hours per employee Return on equity Percentage of on-time deliveries by suppliers Product cost per unit Profit per salesperson Percentage of error-free invoices Customer cost per unit Ontime delivery by suppliers Increase profit generated by each salesperson Introduce new products Earnings per share Number of new customers Minimize invoice-error rate Percentage of customers retained

Perspectives Performance Measures Internal business process Percentage of defective-product units Customer Return on assets Number of patents Learning and growth Financial Employee turnover rate Strategic Objectives Net income Customer profitability Acquire new customers Increase shareholder value Percentage of processes with real-time feedback Retain customers Return on sales Improve manufacturing quality Develop profitable customers Increase proprietary products Increase information-system capabilities Enhance employee skills Average job-related training-hours per employee Return on equity Percentage of on-time deliveries by suppliers Product cost per unit Profit per salesperson Percentage of error-free invoices Customer cost per unit Ontime delivery by suppliers Increase profit generated by each salesperson Introduce new products Earnings per share Number of new customers Minimize invoice-error rate Percentage of customers retained

Cornerstones of Cost Management (Cornerstones Series)
Cornerstones of Cost Management (Cornerstones Series)
4th Edition
ISBN:9781305970663
Author:Don R. Hansen, Maryanne M. Mowen
Publisher:Don R. Hansen, Maryanne M. Mowen
Chapter13: The Balanced Scorecard: Strategic-based Control
Section: Chapter Questions
Problem 7E: Consider the following list of scorecard measures: a. Product profitability b. Ratings from customer...
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Balanced scorecard. Following is a random-order listing of perspectives, strategic objectives, and performance measures for the balanced scorecard.

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.

Perspectives Performance Measures Internal business process Percentage of defective-product units Customer Return on assets Number of patents Learning and growth Financial Employee turnover rate Strategic Objectives Net income Customer profitability Acquire new customers Increase shareholder value Percentage of processes with real-time feedback Retain customers Return on sales Improve manufacturing quality Develop profitable customers Increase proprietary products Increase information-system capabilities Enhance employee skills Average job-related training-hours per employee Return on equity Percentage of on-time deliveries by suppliers Product cost per unit Profit per salesperson Percentage of error-free invoices Customer cost per unit Ontime delivery by suppliers Increase profit generated by each salesperson Introduce new products Earnings per share Number of new customers Minimize invoice-error rate Percentage of customers retained
Transcribed Image Text:Perspectives Performance Measures Internal business process Percentage of defective-product units Customer Return on assets Number of patents Learning and growth Financial Employee turnover rate Strategic Objectives Net income Customer profitability Acquire new customers Increase shareholder value Percentage of processes with real-time feedback Retain customers Return on sales Improve manufacturing quality Develop profitable customers Increase proprietary products Increase information-system capabilities Enhance employee skills Average job-related training-hours per employee Return on equity Percentage of on-time deliveries by suppliers Product cost per unit Profit per salesperson Percentage of error-free invoices Customer cost per unit Ontime delivery by suppliers Increase profit generated by each salesperson Introduce new products Earnings per share Number of new customers Minimize invoice-error rate Percentage of customers retained
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