Balanced scorecard. Following is a random order listing of perspectives, strategic objectives, and performance measures for the balanced scorecard.
|
Perspectives |
Performance Measures |
|
Internal business process |
Percentage of defective product units |
|
Customer |
Return on assets |
|
Learning and growth |
Number of patents |
|
Financial |
Employee turnover rate |
|
Strategic Objectives |
Net income |
|
Acquire new customers |
Customer profitability |
|
Increase shareholder value |
Percentage of processes with real time feedback |
|
Retain customers |
Return on sales |
|
Improve manufacturing quality |
Average job related training hours per employee |
|
Develop profitable customers |
Return on equity |
|
Increase proprietary products |
Percentage of on time deliveries by suppliers |
|
Increase information system capabilities |
Product cost per unit |
|
Enhance employee skills |
Profit per salesperson |
|
On time delivery by suppliers |
Percentage of error free invoices |
|
Increase profit generated by each salesperson |
Customer cost per unit |
|
Introduce new products |
Earnings per share |
|
Minimize invoice error rate |
Number of new customers |
|
Percentage of customers retained |
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.