MANAGERIAL ACCOUNTING FOR MANGER CONNEC
6th Edition
ISBN: 9781266809132
Author: Noreen
Publisher: MCG
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Textbook Question
Chapter 12, Problem 12.9E
Scorecard Performance Measures LO 12–1, LO 12–4
The table below contains four performance measures for four different companies. Each set of performance measures contains one measure for each of the four perspectives of the balanced scorecard.
Required:
- For each of companies A, B, C, and D:
- Label each of the four measures as relating to the Learning & Growth, Internal Business Process, Customer, or Financial perspective. Indicate whether each measure is expected to increase or decrease.
- Create three if-then hypothesis statements that link (1) the Learning & Growth measure with the Internal Business Process measure, (2) the Internal Business Process measure to the Customer measure, and (3) the Customer measure to the Financial measure.
- For each of companies A, B, C, and D, describe whether its set of four measures reflect an operational excellence, customer intimacy, or product leadership customer value proposition. Why?
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Jalancu Juviai u
The following are a number of measures associated with the Balanced Scorecard.
Required:
1. Classify each performance measure as belonging to one of the following perspectives: financial, customer, internal business process, or learning and growth.
a. Number of new customers
b. Percentage of customer complaints resolved with one contact
C. Unit product cost
d.
Cost per distribution channel
e. Suggestions per employee
f.
Warranty repair costs
Consumer satisfaction (from surveys)
Cycle time for solving a customer problem
Strategic job coverage ratio
j.
On-time delivery percentage
k. Percentage of revenues from new products
2. Select an additional measure that would be appropriate for each of the four perspectives.
Contribution margin by product ▾
Number of complaints
Number of accidents per month
Hours of continuing education provided per month
g.
h.
i.
Financial
Customer
Customer
Internal business process
Financial
Financial
Learning and growth
Learning and growth…
QUESTION 1
For each of the balanced scorecard targets listed below, identify the matching perspective: Organizational learning and growth, Internal business processes, Customer, Financial.
- A. B. C. D.
Customer satisfaction survey improves to 4.5/5
- A. B. C. D.
Customer retention is held above 70%
- A. B. C. D.
Customer hold time average below 2 minutes
- A. B. C. D.
Percentage of on time delivery over 95%
- A. B. C. D.
Employee turnover of below 20%.
- A. B. C. D.
Average employee training hours of over 20 per year.
- A. B. C. D.
Return on investment…
Problem #13: Balanced Scorecard
a.
b. Define a KPI
c. Pick a real world company and give an example of a KPI for each balanced scorecard area for that company.
Chapter 12 Solutions
MANAGERIAL ACCOUNTING FOR MANGER CONNEC
Ch. 12 - Prob. 12.1QCh. 12 - Prob. 12.2QCh. 12 - Prob. 12.3QCh. 12 - Prob. 12.4QCh. 12 - Prob. 12.5QCh. 12 - Prob. 12.6QCh. 12 - Prob. 12.7QCh. 12 - Prob. 12.8QCh. 12 - Prob. 12.9QCh. 12 - Prob. 12.10Q
Ch. 12 - Prob. 1AECh. 12 - Prob. 12.1ECh. 12 - Prob. 12.2ECh. 12 - Prob. 12.3ECh. 12 - Prob. 12.4ECh. 12 - Prob. 12.5ECh. 12 - Prob. 12.6ECh. 12 - Prob. 12.7ECh. 12 - Prob. 12.8ECh. 12 - Scorecard Performance Measures LO 12–1, LO...Ch. 12 - Prob. 12.10ECh. 12 - Prob. 12.11ECh. 12 - Prob. 12.12PCh. 12 - Prob. 12.13PCh. 12 - Prob. 12.14PCh. 12 - Prob. 12.15PCh. 12 - Prob. 12.16PCh. 12 - Prob. 12.17PCh. 12 - Creating a Balanced Scorecard LO 12–4 Ariel Tax...Ch. 12 - Prob. 12.19PCh. 12 - Prob. 12.20PCh. 12 - Prob. 12.21C
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