Week 6: Homework 5
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Exercise 12-1 (Static) Examples of Balanced Scorecard Performance Measures [LO12–1]
Reid Company would like to implement a balanced scorecard performance measurement system. Its senior management team has
assembled the measures shown below for possible inclusion in its scorecard.
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For each measure, indicate by placing an X in the appropriate column whether it would most likely be classified in the learning and
growth, internal business process, customer, or financial category of the company’s balanced scorecard.
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Learning
and
Growth
Item
Example Employee absenteeism rate
Internal
Business
Process Customer
Financial
X
1. Sales from new customers
2. Customer defection rate
3. Average fuel cost per sales dollar
4. Average number of workplace accidents per employee
5. Delivery cycle time
6. Average training hours per employee
7. Number of job applicants from under-represented groups
8. Percent of customers that strongly agree with the statement
“Your employees treated me courteously.”
9. Return on assets
10. Percent of customers that strongly agree with the statement
“Your company has a superior commitment to product safety.”
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