Target Performance Performance Actual Objectives Financial Perspective Measures Operating-income changes from productivity Increase shareholder value $2,400,000 $800,000 Operating-income changes from growth $520,000 $250,000 Increase in revenue from new customer acquisition $50,000 $24,000 Customer Perspective Increase customer satisfaction Positive customer survey 70% 65% responses New customers acquired through company sponsored community events Increase customer acquisition 475 350 Internal-Business-Process Perspective Develop innovative services Research and development costs as a percentage of revenue 5% 6% Increase installation efficiency Installation time per customer 5 hours 4.5 hours Increase community involvement Number of new programs with community organizations Number of employees injured in the workplace 12 15 Decrease workplace injuries <3 Learning-and-Growth Perspective Increase employee competence Number of annual training-hours per employee 10 11 Increase leadership skills Number of leadership workshops offered 2 Increase employee safety Percent of employees who have completed safety cetification training awareness 100% 95%

Target Performance Performance Actual Objectives Financial Perspective Measures Operating-income changes from productivity Increase shareholder value $2,400,000 $800,000 Operating-income changes from growth $520,000 $250,000 Increase in revenue from new customer acquisition $50,000 $24,000 Customer Perspective Increase customer satisfaction Positive customer survey 70% 65% responses New customers acquired through company sponsored community events Increase customer acquisition 475 350 Internal-Business-Process Perspective Develop innovative services Research and development costs as a percentage of revenue 5% 6% Increase installation efficiency Installation time per customer 5 hours 4.5 hours Increase community involvement Number of new programs with community organizations Number of employees injured in the workplace 12 15 Decrease workplace injuries <3 Learning-and-Growth Perspective Increase employee competence Number of annual training-hours per employee 10 11 Increase leadership skills Number of leadership workshops offered 2 Increase employee safety Percent of employees who have completed safety cetification training awareness 100% 95%

Survey of Accounting (Accounting I)

8th Edition

ISBN:9781305961883

Author:Carl Warren

Publisher:Carl Warren

Chapter9: Metric-analysis Of Financial Statements

Section: Chapter Questions

Problem 9.2.2P

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