13-37 Balanced scorecard. Following is a random-order listing of perspectives, strategic objectives, and performance mea

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13 37 Balanced Scorecard Following Is A Random Order Listing Of Perspectives Strategic Objectives And Performance Mea 1 (78.79 KiB) Viewed 14 times

13-37 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 Net income Strategic Objectives Customer profitability Acquire new customers Increase shareholder value Retain customers Percentage of processes with real-time feedback Return on sales Improve manufacturing quality Develop profitable customers Average job-related training-hours per employee Return on equity Percentage of on-time deliveries by suppliers Increase proprietary products Product cost per unit Increase information-system capabilities Profit per salesperson Enhance employee skills R Percentage of error-free invoices On-time delivery by suppliers Customer cost per unit Increase profit generated by each salesperson Earnings per share Introduce new products Number of new customers Minimize invoice-error rate 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.