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Consider the following list of scorecard measures: a. Product profitability b. Ratings from customer surveys c. Number of patents pending d. Strategic job coverage ratio e. Revenue per employee f. Quality costs g. Percentage of market h. Employee turnover percentages i. First-pass yields j. On-time delivery percentage k. Percentage of revenues from new sources l. Economic value added Required: Classify each measure according to the following: perspective, financial or nonfinancial, subjective or objective, and external or internal. When the perspective is process, identify which type of process: innovation, operations, or post-sales service.

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Cornerstones of Cost Management (C...

4th Edition
Don R. Hansen + 1 other
Publisher: Cengage Learning
ISBN: 9781305970663

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Chapter
Section
BuyFindarrow_forward

Cornerstones of Cost Management (C...

4th Edition
Don R. Hansen + 1 other
Publisher: Cengage Learning
ISBN: 9781305970663
Chapter 13, Problem 7E
Textbook Problem
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Consider the following list of scorecard measures:

  1. a. Product profitability
  2. b. Ratings from customer surveys
  3. c. Number of patents pending
  4. d. Strategic job coverage ratio
  5. e. Revenue per employee
  6. f. Quality costs
  7. g. Percentage of market
  8. h. Employee turnover percentages
  9. i. First-pass yields
  10. j. On-time delivery percentage
  11. k. Percentage of revenues from new sources
  12. l. Economic value added

Required:

Classify each measure according to the following: perspective, financial or nonfinancial, subjective or objective, and external or internal. When the perspective is process, identify which type of process: innovation, operations, or post-sales service.

To determine

Classify each of the measure according to the perspective, financial or nonfinancial, subjective or objective, and external or internal and identify the type of process, if the perspective is in process.

Explanation of Solution

The financial perspective, objectives and measures: The financial perspectives creates the long –term and short-term objectives of financial performance that is predicted to form the strategy of the organization and at the same time it describes the economic result of “actions” taken in the other three perspectives. This indicates that the “objectives and measures” of the other perspectives must be selected so that they cause or bring the required financial outcomes.

Learning and growth perspective: The learning and growth perspective describes the competences that an entity must create for long-term growth and development.

Core objectives and measures: Core objectives and measures are common through all organization. Five key core objectives are “increase customer retention, increase market share, increase customer satisfaction, increase customer acquisition and increase customer profitability”. Possible core measures for these objectives are “market share, number of new customers, ratings from customer satisfaction surveys, percentage of repeating customers, percentage growth of business from existing customers, individual and segment profitability and customer satisfaction surveys”.

Customer value: Customer value is the difference between the realization and sacrifice, where in realization is what the customer obtains and sacrifice is what is given up...

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Chapter 13 Solutions

Cornerstones of Cost Management (Cornerstones Series)
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