Which category of performance metrics is NOT included in Kaplan and Norton's Balanced Scorecards? A. process performance B. innovation and learning C. supply chain efficiency D. financial value creation E. customer focus
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- A short-term model of measurement that can be used to evaluate an organization's operational objectives: O Exclusive objective O KPI SMART O Primary objectiveIn general, which of the following statements is not true? Group of answer choices Service operations has more customer contact than manufacturing. High customer contact services are “experienced”. Manufacturing operations have sophisticated methods for measuring performance. Service operations can produce a tangible output. Manufacturing operations have frequent customer contact in the conversion process.How to implement of the balanced scorecard in an autoparts company by using the 4 stages of implementing the balanced scorecard as contained in the reading Strategy Execution Module 9: Building a Balanced Scorecard
- 14. Customer satisfaction is the result of the right combination of: a. Quality, time and product warranty b. Discounts, quality and customer support c. Cost, quality and time 18. Defective products per million produced is an example of a(n): a. Innovation process measure b. Service-after-sale process measure c. Operations process measureThe comparing step in the control process determines . the variation between actual performance and the standard the variation between actual performance and an external benchmark from a noncompetitor a company's relative position in the industry in terms of performance variances a company's relative position in the industry in terms of the standards used Organizational is a measure of how appropriate organizational goals are and how well an organization is achieving those goals. efficiency B) productivity C) yield D) effectiveness A(n) organization is highly formalized and 33) organic B) complex C) mechanistic D) learning A(n) organization is highly adaptive, loose, and 34) customer- oriented B) mechanistic C) organic D) centralized Daniela and Navaro disagree on the best way to…Within the process in the "monitoring" section, we consider the indicators (choose the correct answer): a. clearly insufficient b. superfluous and interpretable c. the best tool for decision making
- The purpose of the balanced scorecard is best described as helping an organization: translate an organization’s mission and strategy into a set of performance measures that help to implement the strategy introduce innovative products and services desired by target customers mobilize employee skills for continuous improvements in processing capabilities, quality and response times develop customer relationsAn important consideration in establishing a measure map includes determining the a. mission of the organization b. leading and lagging indicators c. standard costs of the products being manufactured d. net income of the companyBelow is a table of data collected over a six-month period in a local grocery store. Construct a Pareto analysis of the data and determine the percentage of total complaints represented by the two most common categories. Please round your answer to the nearest whole number and only submit the numerical answer & do not use any % symbols (e.g., enter 82, not 82% or .82). All Other 71 Checker 59 General 58 Service Level 55 Policy/Procedures 40 Price Marking 45 Product Quality 87 Product Request 105 Checkout Queue 33 Stock Condition 170
- Use the Excel template VLC to find the average value of a loyal customer (VLC) in a target market segment if the average purchase price is $75 per visit, the frequency of repurchase is six times per year, the contribution margin is 10 percent, and the average customer defection rate is 25 percent? $210 $180 $256 95Which of the following does not describe Balanced Scorecard? Transforms strategic planning from an academic exercise into the nerve center of an enterprise. A type of compensation or payment made to employees within a company based on their performance and the achievement of specific goal. Provides framework that helps planners identify what should be done and measured. It is a strategic planning and management system that is used extensively in business industry, government, and nonprofits organizationA firm’s value proposition communicates the benefits received from theproduct or service by customers. Therefore, the value propositionprovides the customer with which key piece(s) of information?