Using the data given in appendix 2, comment on the performance of the business. Include comments on internal business processes, customer knowledge and learning/growth, and provide a concluding comment on the overall performance of the business.

Managerial Accounting: The Cornerstone of Business Decision-Making
7th Edition
ISBN:9781337115773
Author:Maryanne M. Mowen, Don R. Hansen, Dan L. Heitger
Publisher:Maryanne M. Mowen, Don R. Hansen, Dan L. Heitger
Chapter11: Performance Evaluation And Decentralization
Section: Chapter Questions
Problem 48P: (Appendix 11A) Balanced Scorecard The following list gives a number of measures associated with the...
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Using the data given in appendix 2, comment on the performance of the business.
Include comments on internal business processes, customer knowledge and
learning/growth, and provide a concluding comment on the overall performance of the
business.

Appendix 2: Balanced Scorecard (extract)
Internal business Processes
Current year
Previous year
Error rates in jobs done
16 %
10%
Average job completion time
7 weeks
10 weeks
Customer knowledge
Current year
Previous year
Number of customers
1220
1500
Average fee levels (£)
775
600
Market share
14%
20%
Learning and Growth
Current year
Previous year
Percentage of revenue from non-core work
4%
5%
Industry average of the proportion of revenue from non-core work in
Accounting practices
30%
25%
Employee retention rate
60%
80%
Transcribed Image Text:Appendix 2: Balanced Scorecard (extract) Internal business Processes Current year Previous year Error rates in jobs done 16 % 10% Average job completion time 7 weeks 10 weeks Customer knowledge Current year Previous year Number of customers 1220 1500 Average fee levels (£) 775 600 Market share 14% 20% Learning and Growth Current year Previous year Percentage of revenue from non-core work 4% 5% Industry average of the proportion of revenue from non-core work in Accounting practices 30% 25% Employee retention rate 60% 80%
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