Hyde Park Electronics: Company Analysis

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Introduction According to Gumbus and Lussier (2006), Hyde Park Electronics focuses on customer satisfaction as a key element of the balanced scorecard. The company tracked sales and repeat customers to measure this element of the scorecard, and also took measures of outputs that contributed to customer satisfaction. Examples of these include product shipment and delivery time, and a number of outputs relating to online ordering. The authors also note that Futura Industries measured customer service. The specific metrics that it tracked were customer satisfaction, customer complaints, on time delivery and return material rate. Analysis The point of the balanced scorecard is to move beyond financial measures for evaluating corporate performance. The underlying assumption of the model is that there are a number of outputs that contribute to the financial objectives, and those outputs can be classified as being oriented towards customers, learning and growth and internal processes. Niven (n.d.) notes that there are three main things that should be taken into consideration when developing strong measures for the customer perspective. The first is "who are the customers?", something that we will assume these organizations have answered. They may also wish to ask "who is not a customer but should be?" in order to drive growth in the business, but it is not a fault that they do not ask this. The second question is "what do our customers expect from us?" and the third

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