Chapter 14 BSC

Question 1

Internal business Process - Strategic Objectives

Answer 1

Improve manufacturing quality
Increase proprietary products
Increase Information system capabilities
Improve on time delivery by supplier
Introduce New product
Minimize invoice error rates

Question 2

Internal business Process- performance measures

Answer 2

% of defective products’
% of processes with real time feedback
% of on time deliveries by suppliers
% of error free invoices
Number of patents
Cycle time reduction
Inventory turnover
Lean initiatives
Cost per unit of raw material
Vendor relationship stength and cost savings from suppliers
Quality control (VL)
Reduced returns/warranty (VL)

Question 3

Customer Strategic Objectives

Answer 3

Aquire new customers
Retain customers
Develop profitable customers

Question 4

Customer performance measures

Answer 4

of new customers
customer profitability
% of customers retained
Loyalty
Market share in target segments
Customer service quality
Customer engagement metrics
Response time
Feedback from customers

Question 5

Learning and Growth - Strategic Objectives

Answer 5

Enhance Employee skills

Question 6

Learning and Growth performance measures

Answer 6

Employee turn over
Avg job-related training hours per employee
Employee productivity (output per hour worked)
Training effectiveness
Number of new tech implemented to reduce cost
R&D
Skills
Frequency of improvement initiatives

Question 7

Financial - strategic Objective

Answer 7

Increase shareholder value
Increase profit generated by each sales person

Question 8

Financial - performance measures

Answer 8

return on assets
number of patents
Net income
Return on sales
Return on equity
Product cost per unit
EPS
Customer cost per unit
Revenue growth rate (VL)
Gross profit margin
Market share in premium segments (VL)