Instructions 1. Based on the balanced scorecard and the following descriptions of the predicted relationships between strategic objectives, draw the scorecard’s 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 scorecard’s 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 company’s market share. 3. Label each element of the balanced scorecard.

BuyFind

Managerial Accounting

15th Edition
Carl Warren + 1 other
Publisher: South-Western College Pub
ISBN: 9781337912020
BuyFind

Managerial Accounting

15th Edition
Carl Warren + 1 other
Publisher: South-Western College Pub
ISBN: 9781337912020

Solutions

Chapter
Section
Chapter 14, Problem 1PB
Textbook Problem

Chapter 14, Problem 1PB, Instructions 1. Based on the balanced scorecard and the following descriptions of the predicted

Instructions

1. Based on the balanced scorecard and the following descriptions of the predicted relationships between strategic objectives, draw the scorecard’s 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 scorecard’s 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 company’s market share.

3. Label each element of the balanced scorecard.

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Chapter 14 Solutions

Managerial Accounting
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