Managerial Accounting
15th Edition
ISBN: 9781337912020
Author: Carl Warren, Ph.d. Cma William B. Tayler
Publisher: South-Western College Pub
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Chapter 14, Problem 9E
Rizzo Goal Inc. produces and sells hockey equipment, often custom made for online orders. The company has the following performance metrics on its balanced scorecard: days from ordered to delivered, number of shipping errors, customer retention rate, and market share. A measure map illustrates that the days from ordered to delivered and the number of shipping errors are both expected to directly affect the customer retention rate, which affects market share. Additional internal analysis finds that:
- Every shipping error over three shipping errors per month reduces the customer retention rate by 1.5%.
- On average, each day above three days from ordered to delivered yields a reduction in the customer retention rate of 1%.
- Each day before three days from order to delivery yields an increase in the customer retention rate of 1%, on average.
- Rizzo Goal Inc.’s current customer retention rate is 60%.
- The company estimates that for every 1% increase or decrease in the customer retention rate, market share changes 0.5% in the same direction.
- Rizzo Goal Inc.’s current market share is 21.4%.
Ignoring any other factors, if the company has six shipping errors this month and an average of 3.5 days from ordered to delivered, determine (a) the new customer retention rate and (b) the new market share that Rizzo Goal Inc. expects to have.
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Rizzo Goal Inc. produces and sells hockey equipment, often custom made for online orders. The company has the following performance metrics on its balanced scorecard: days from ordered to delivered, number of shipping errors, customer retention rate, and market share. A measure map illustrates that the days from ordered to delivered and the number of shipping errors are both expected to directly affect the customer retention rate, which affects market share. Additional internal analysis finds that:
Every shipping error over 2 shipping errors per month reduces the customer retention rate by 1.5%.
On average, each day above 2 days from ordered to delivered yields a reduction in the customer retention rate of 1%.
Each day before 2 days from order to delivery yields an increase in the customer retention rate of 1%, on average.
Rizzo Goal Inc.’s current customer retention rate is 75%.
The company estimates that for every 1% increase or decrease in the customer retention rate, market share…
Measure Maps
Rizzo Goal Inc. produces and sells hockey equipment, often custom made for online orders. The company has the following performance metrics on its balanced scorecard: days from ordered to delivered, number of shipping errors, customer retention rate, and market share. A measure map illustrates that the days from ordered to delivered and the number of shipping errors are both expected to directly affect the customer retention rate, which affects market share. Additional internal analysis finds that:
Every shipping error over 2 shipping errors per month reduces the customer retention rate by 2.5%.
On average, each day above 2 days from ordered to delivered yields a reduction in the customer retention rate of 2%.
Each day before 2 days from order to delivery yields an increase in the customer retention rate of 2%, on average.
Rizzo Goal Inc.’s current customer retention rate is 70%.
The company estimates that for every 2% increase or decrease in the customer retention rate,…
Measure Maps
Silver Lining Inc. has a balanced scorecard with a strategy map that shows that delivery time and the number of erroneous shipments are expected to affect the company’s ability to satisfy the customer. Further, the strategy map for the balanced scorecard shows that the hours from ordered to delivered affects the percentage of customers who shop again, and the number of erroneous shipments affects the online customer satisfaction rating. The following information is also available:
The company’s target hours from ordered to delivered is 30.
Every hour over the ordered-to-delivered target results in a 0.5% decrease in the percentage of customers who shop again.
The company’s target number of erroneous shipments per year is no more than 55.
Every error over the erroneous shipments target results in a 0.5 point decrease in the online customer satisfaction rating and an added future financial loss of $600.
The company estimates that for every 1% decrease in the percentage of…
Chapter 14 Solutions
Managerial Accounting
Ch. 14 - How does a strategic performance measurement...Ch. 14 - What is the difference between a leading indicator...Ch. 14 - Prob. 3DQCh. 14 - Prob. 4DQCh. 14 - What do strategy maps show, and how do they add...Ch. 14 - Prob. 6DQCh. 14 - Prob. 7DQCh. 14 - Prob. 8DQCh. 14 - How is sustainability distinguishable from...Ch. 14 - How can the balanced scorecard be used to address...
Ch. 14 - 72 Inc. has developed a balanced scorecard with...Ch. 14 - Bluetiful Inc. has the following strategic...Ch. 14 - Moses Moonrocks Inc. has developed a balanced...Ch. 14 - Prob. 4BECh. 14 - Lonnies Shipping Co. is considering switching to...Ch. 14 - Henrys Cafe is a local restaurant that is growing...Ch. 14 - American Express Company is a major financial...Ch. 14 - Eat-n-Run Inc. owns and operates 10 food trucks...Ch. 14 - Prob. 4ECh. 14 - Prob. 5ECh. 14 - The following is the balanced scorecard for Smith...Ch. 14 - Grand Grocery developed a balanced scored with six...Ch. 14 - Coulson and Company is a large retail business...Ch. 14 - Rizzo Goal Inc. produces and sells hockey...Ch. 14 - Silver Lining Inc. has a balanced scorecard with a...Ch. 14 - Two departments within Cougar Gear Inc. are...Ch. 14 - Sunny Nights Inc. is completely powered by the...Ch. 14 - Instructions 1. Label each element of the balanced...Ch. 14 - Strategic initiatives and CSR Get Hitched Inc. is...Ch. 14 - Prob. 3PACh. 14 - Instructions 1. Based on the balanced scorecard...Ch. 14 - Strategic initiatives and CSR Blue Skies Inc. is a...Ch. 14 - Eye Swear Inc. has a balanced scorecard that...Ch. 14 - Den-Tex Company is evaluating a proposal to...Ch. 14 - Analyze CSR initiatives at Boxwood Company Boxwood...Ch. 14 - Analyze CSR initiatives at Green Manufacturing...Ch. 14 - Prob. 1TIFCh. 14 - Blake McKenzie Tax Services is a company serving...Ch. 14 - Young Manufacturing Company is a startup...Ch. 14 - The fundamental concept behind strategic...Ch. 14 - Which of the following statements regarding the...Ch. 14 - The balanced scorecard provides an action plan for...Ch. 14 - Which of the following statements best describes...Ch. 14 - A sign of the successful implementation of a...
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