Answered: Balanced Scorecard; Strategy Map The…

Managerial Accounting

15th Edition

ISBN:9781337912020

Author:Carl Warren, Ph.d. Cma William B. Tayler

Publisher:Carl Warren, Ph.d. Cma William B. Tayler

Chapter14: The Balanced Scorecard And Corporate Social Responsibility

Section: Chapter Questions

Problem 2E: American Express Company is a major financial services company noted for its American Express card....

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Balanced Scorecard; Strategy Map The following are critical success factors for Dell Inc:
∙ Product manufacturing time
∙ Customer perception of order-taking convenience and accuracy
∙ Revenue growth
∙ Selling expense to sales ratio
∙ Number of new manufacturing processes developed
∙ Order processing time
∙ Materials inventory
∙ Training dollars per employee
∙ Number of emerging technologies evaluated
∙ Customer retention
∙ Manufacturing defects
∙ Number of new manufacturing processes under development
∙ Customer satisfaction with speed of service
∙ Gross margin
∙ Operating cost ratio
Required
1. Using the four BSC perspectives (learning and growth, internal processes, customer satisfaction, and
financial), sort these CSFs into the appropriate perspective.
2. Create a simple strategy map for Dell.

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