Financial And Managerial Accounting
15th Edition
ISBN: 9781337902663
Author: WARREN, Carl S.
Publisher: Cengage Learning,
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Chapter 28, Problem 4CMA
A sign of the successful implementation of a balanced scorecard is the presence of cause-and-effect relationships. An example of this success for a hotel is meeting the target of:
- a. decreasing a customer’s check-in time, which causes an increase in the number of implemented employee suggestions.
- b. increasing employee training hours, which causes employee compensation to increase.
- c. increasing profit, which causes an increase in employee job satisfaction ratings.
- d. receiving more 5-star ratings from customers, which causes an increase in profit.
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A sign of the successful implementation of a balanced scorecard is the presence of cause-andeffect relationships. An example of this success for a hotel is meeting the target of:a. decreasing a customer’s check-in time, which causes an increase in the number of implemented employee suggestions. b. increasing employee training hours, which causes employee compensation to increase.c. increasing profit, which causes an increase in employee job satisfaction ratings.d. receiving more 5-star ratings from customers, which causes an increase in profit.
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Describing 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.
Number of customer complaints
Number of information system upgrades completed
Residual income
New product development time
Employee turnover rate
Percentage of products with online help manuals
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Employee satisfaction ratings
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Chapter 28 Solutions
Financial And Managerial Accounting
Ch. 28 - How does a strategic performance measurement...Ch. 28 - What is the difference between a leading indicator...Ch. 28 - Prob. 3DQCh. 28 - How are strategic objectives and strategic...Ch. 28 - What do strategy maps show, and how do they add...Ch. 28 - Prob. 6DQCh. 28 - Prob. 7DQCh. 28 - Prob. 8DQCh. 28 - Prob. 9DQCh. 28 - Prob. 10DQ
Ch. 28 - 72 Inc. has developed a balanced scorecard with...Ch. 28 - Bluetiful Inc. has the following strategic...Ch. 28 - Moses Moonrocks Inc. has developed a balanced...Ch. 28 - Prob. 4BECh. 28 - Lonnies Shipping Co. is considering switching to...Ch. 28 - Henrys Cafe is a local restaurant that is growing...Ch. 28 - American Express Company is a major financial...Ch. 28 - Eat-n-Run Inc. owns and operates 10 food trucks...Ch. 28 - Prob. 4ECh. 28 - Apples Oranges Inc. is trying to become more...Ch. 28 - The following is the balanced scorecard for Smith...Ch. 28 - Prob. 7ECh. 28 - Coulson and Company is a large retail business...Ch. 28 - Rizzo Goal Inc. produces and sells hockey...Ch. 28 - Silver Lining Inc. has a balanced scorecard with a...Ch. 28 - Two departments within Cougar Gear Inc. are...Ch. 28 - Sunny Nights Inc. is completely powered by the...Ch. 28 - Instructions 1.Label each element of the balanced...Ch. 28 - Strategic initiatives and CSR Obj. 2, 4 Get...Ch. 28 - Hyperflash Inc. has a balanced scorecard that...Ch. 28 - Instructions 1.Based on the balanced scorecard and...Ch. 28 - Strategic initiatives and CSR Blue Skies Inc. is a...Ch. 28 - Eye Swear Inc. has a balanced scorecard that...Ch. 28 - Den-Tex Company is evaluating a proposal to...Ch. 28 - Prob. 2MADCh. 28 - Analyze CSR initiatives at Green Manufacturing...Ch. 28 - Prob. 1TIFCh. 28 - Blake McKenzie Tax Services is a company serving...Ch. 28 - Young Manufacturing Company is a startup...Ch. 28 - The fundamental concept behind strategic...Ch. 28 - Which of the following statements regarding the...Ch. 28 - The balanced scorecard provides an action plan for...Ch. 28 - Which of the following statements best describes...Ch. 28 - A sign of the successful implementation of a...
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- Coulson and Company is a large retail business that has a firm-wide balanced scorecard. Recently, management has discussed the need for the balanced scorecard to be more relevant to each individual department of the company. Specifically, management wants to come up with unique scorecards for its Public Relations and Inventory Management departments. For both departments, management recognizes that properly and efficiently training employees is important. For these purposes, management gathers data on the median training hours per employee and new employee performance review ratings. For the Inventory Management Department, management is focused on reducing stockouts (running out of certain inventory items) and keeping accurate inventory counts. For these purposes, the company tracks the number of back orders and discrepancies between the physical and record counts of inventory, respectively. For the Public Relations Department, management is focused on improving the publics CSR image of the company and attracting new customers. Management measures these objectives using Forbes CSR Rating of Coulson and Company and the number of new customers, respectively. a. Identify the term for Coulson and Companys plan to create unique balanced scorecards for its individual departments. b. Draw the unique balanced scorecards of each department. Identify the departments common and unique measures, and include all the elements of the balanced scorecard that you can in your drawings, given the information provided.arrow_forward72 Inc. has developed a balanced scorecard with the following performance metrics: Total sales Employee turnover Market share Number of shipping errors Median training hours per employee Number of new customers Relative to the metric customer satisfaction ratings, which of these performance metrics are leading indicators and which are lagging indicators?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_forward
- Classify 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. Employee satisfaction surveys B. Units of waste per production process, uniformity of products and inventory control C. Number of energy-efficient bulbs replaced D. Management training course certificates awarded E. Divisional profit F. Number of customer referralsarrow_forwardThe following strategic objectives have been derived from a strategy that seeks to improve asset utilization by more careful development and use of its human assets and internal processes: a. Increase revenue from new products. b. Increase implementation of employee suggestions. c. Decrease operating expenses. d. Decrease cycle time for the development of new products. e. Decrease rework. f. Increase employee morale. g. Increase customer satisfaction. h. Increase access of key employees to customer and product information. i. Increase customer acquisition. j. Increase return on investment (ROI). k. Increase employee productivity. l. Decrease the collection period for accounts receivable. m. Increase employee skills. The heart of the strategy is developing the companys human resources. Management is convinced that empowering employees will lead to an increase in economic returns. Studies have shown that there is a positive relationship between employee morale and customer satisfaction. Furthermore, the more satisfied customers pay their bills more quickly. It was hypothesized that as employees became more involved and more productive, their morale would improve. Thus, the strategy incorporated key objectives that would lead to an increase in productivity and involvement. Required: 1. Classify the objectives by perspective, and suggest a measure for each objective. 2. Prepare a strategy map that illustrates the likely causal relationships among the strategic objectives.arrow_forwardConsider the following quality improvement strategy as expressed by a series of if-then statements: If real-time feedback information capabilities improve, then post-sales service time will improve. If post-sales service time improves, then post-sales service quality will increase. If post-sales service quality increases, then customer satisfaction will increase. If customer satisfaction increases, then market share will increase. If market share increases, then sales will increase. If sales increase, then profits will increase. Required: 1. Prepare a strategy map that shows the cause-and-effect relationships of the quality improvement strategy (see Exhibit 13.10 for an illustrative example). 2. Explain how the quality improvement strategy can be tested.arrow_forward
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- Eye Swear Inc. has a balanced scorecard that includes the following relationships: Actual results for this year and last year are as follows: Instructions 1.Analyze these statistics to verify whether they support the expected relationships between the strategic objectives and performance metrics. 2.Identify three possible reasons for any unsupported relationship you identified in part (1). 3.Which of the three possibilities you identified in part (2) is the most likely reason for the unsupported relationship you identified in part (1)?arrow_forwardTwo departments within Cougar Gear Inc. are Production and Sales. Each department has a unique scorecard, as follows: The Production Department scorecard focuses on the learning and growth and internal processes perspectives. The Sales Department scorecard focuses on the learning and growth and customer perspectives. Both scorecards have the learning and growth performance metrics of median training hours per employee and average employee tenure. The Production scorecard has the unique metrics of production time per unit and number of production shutdowns. The Sales scorecard has the unique metrics of percentage of customers who shop again and online customer satisfaction rating. The performance targets for each metric are shown in the tan boxes just under the performance metrics. The actual achieved metrics are shown in the red boxes just below the tan boxes. When evaluating both departments, Cougar Gears management looks at the median training hours per employee and average employee tenure metrics and subsequently decides to give the Sales Department a large bonus while giving the Production Department a minimal bonus. a. Determine and define the type of cognitive bias Cougar Gears management has exhibited in this instance. b. Determine which department would have received the larger bonus had the companys management not been biased in the evaluation. c. Discuss one advantage and one disadvantage of using unique balanced scorecards for different departments or divisions of a company.arrow_forwardInc. has developed a balanced scorecard with the following performance metrics:• Total sales• Employee turnover• Market share• Number of shipping errors• Median training hours per employee• Number of new customersRelative to the metric “customer satisfaction ratings,” which of these performance metrics are leading indicators and which are lagging indicators?arrow_forward
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