1.
Concept introduction:
Balanced scorecard: A balanced scorecard is a tool that management uses to define the necessary steps and actions required to be undertaken to transform their goals into reality. This scorecard also aids the management to collect feedback and take corrective measures. A balanced scorecard includes four measures which are learning and growth, internal business processes, customer, and financial.
To explain: The if-then hypothesis between the different measures of the balanced scorecard.
2.
Concept introduction:
Balanced scorecard: A balanced scorecard is a tool that management uses to define the necessary steps and actions required to be undertaken to transform their goals into reality. This scorecard also aids the management to collect feedback and take corrective measures. A balanced scorecard includes four measures which are learning and growth, internal business processes, customer, and financial.
To explain: The if-then hypothesis between the measures of the balanced scorecard.
3.
Concept introduction:
Balanced scorecard: A balanced scorecard is a tool that management uses to define the necessary steps and actions required to be undertaken to transform their goals into reality. This scorecard also aids the management to collect feedback and take corrective measures. A balanced scorecard includes four measures which are learning and growth, internal business processes, customer, and financial.
To explain: The if-then hypothesis between the measures of the balanced scorecard.
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MANAGERIAL ACCOUNTING (LL) W/CONNECT >C<
- Jalancu Juviai u The following are a number of measures associated with the Balanced Scorecard. Required: 1. Classify each performance measure as belonging to one of the following perspectives: financial, customer, internal business process, or learning and growth. a. Number of new customers b. Percentage of customer complaints resolved with one contact C. Unit product cost d. Cost per distribution channel e. Suggestions per employee f. Warranty repair costs Consumer satisfaction (from surveys) Cycle time for solving a customer problem Strategic job coverage ratio j. On-time delivery percentage k. Percentage of revenues from new products 2. Select an additional measure that would be appropriate for each of the four perspectives. Contribution margin by product ▾ Number of complaints Number of accidents per month Hours of continuing education provided per month g. h. i. Financial Customer Customer Internal business process Financial Financial Learning and growth Learning and growth…arrow_forwardInstructions 1.Based on the balanced scorecard and the following descriptions of the predicted relationships between strategic objectives, draw the scorecards strategy map. a.Training employees effectively and reducing employee turnover can both be expected to improve returns processing and reduce shipping errors. b.Both improving returns processing and reducing shipping errors can be expected to delight the customer. c.Delighting the customer can be expected to increase market share. 2.Based on the balanced scorecard and the following descriptions of the predicted relationships between performance metrics, draw the scorecards measure map. a.Median training hours per employee and average employee tenure will both influence hours from returned to refunded and number of erroneous shipments. b.Both hours from returned to refunded and number of erroneous shipments will affect percentage of customers who shop again and online customer satisfaction rating. c.Both percentage of customers who shop again and online customer satisfaction rating will influence the companys market share. 3.Label each element of the balanced scorecard.arrow_forwardClassify each of the following performance measures into the balanced scorecard perspective to which it relates: financial perspective, internal operations perspective, learning and growth perspective, or customer perspective. A. Number of improved products B. Time from packaging to delivery or display C. Production costs D. Number of customer suggestions E. Sales mix revenues F. Number of repeat customersarrow_forward
- Instructions 1. Label each element of the balanced scorecard. 2. Describe in words the relationships illustrated by the scorecards strategy map. 3. Describe in words the relationships illustrated by the scorecards measure map.arrow_forwardThe following if-then statements were taken from a Balanced Scorecard: a. If employee capabilities increase, then process time decreases. b. If process time decreases, then customer retention will increase. c. If customer retention increases, then market share will increase. d. If market share increases, then revenues will increase. Required: 1. Identify the lead and lag variables, and explain your reasoning. 2. Discuss the implications of Requirement 1 for the financial and learning and growth perspectives. 3. Using the first if-then statement, explain the concept of double-loop feedback.arrow_forwardRefer to the data in Problem 13.21. 1. Express Mejorars strategy as a series of if-then statements. What does this tell you about Balanced Scorecard measures? 2. Prepare a strategy map that illustrates the relationships among the likely strategic objectives.arrow_forward
- Which of the following describes the best way to build/create a balanced scorecard? O a. Step 1. Create a strategy map that captures the company's strategy and shows the cause-and-effect relationships (links) between different parts of the strategy. Step 2. Define performance measures in each of the 4 perspectie or categories of the Balanced Scorecard based on the strategy map O a. Step 1. Examine best practices for "Key Performance Indicators' used by Fortune 500 companies. Step 2. Use all of the measures which are used in the "best practice" examples. O a Step 1. List all possible performance measures that the compaury could cse Step 2. Put each measure into ane of the 4 perspectives" or categories of the Balanced Scorecard.arrow_forwardDescribing the balanced scorecard and identifying key performance indicators for each perspective Consider the following key performance indicators, and classify each indicator according to the balanced scorecard perspective it addresses. Choose from the financial perspective, customer perspective, internal business perspective, and the learning and growth perspective. a. Number of customer complaints b. Number of information system upgrades completed c. Residual income d. New product development time e. Employee turnover rate f. Percentage of products with online help manuals g. Customer retention h. Percentage of compensation based on performance i. Percentage of orders filled each week j. Gross margin growth k. Number of new patents l. Employee satisfaction ratings m. Manufacturing cycle time (average length of production process) n. Earnings growth o. Average machine setup time p. Number of new customers q. Employee promotion rate r. Cash flow from operations s. Customer…arrow_forwardClassify the performance measures below into the most likely balanced scorecard perspective itrelates to. Label your answers using C (customer), P (internal process), I (innovation and growth), or F(financial). Number of new products introducedarrow_forward
- 23 Balanced scorecard perspective focuses on all operations which lead to value creation process for customers that is customer relationship management is to evaluate_________________. a. Learning perceptive b. Internal business process perceptive c. Customer perceptive d. External business perceptivearrow_forwardIdentify which perspective(s) of the balanced scorecard each of the following critical success factors relates to by placing an X in the appropriate cell. Each success factor could relate to more than one category. Note: Select 'No' in the inappropriate cells. Critical Success Factor Economic value added Product quality Employee Empowerment Repeat customers Product marketing Product Innovation Productivity Financial Balanced Scorecard Perspective Internal Processes Customer Organizational Capacityarrow_forwardKaplan and Norton view the __________________ dimension as being ultimately the most important of the four dimensions identified in the balanced scorecard. Select one: a. The top managerial team b. Financial c. Customer d. Learning and growth e. Internal business processarrow_forward
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