Dakota Corporation is preparing its balanced scorecard for the past quarter. The

Question

Dakota Corporation is preparing its balanced scorecard for the past quarter. The balanced scorecard contains four perspectives: financial, customer, intemal business process, and learning and growth. O (click the icon to view the specific objectives.) Click the icon to view KPIs and come spor ding data.) Read the requirement. Dakota Corporation Balanced Scorecard Report For Quarter Ended December 31 Perspective: Objective KPI Goal Actual Achieved? Through its strategic management planning process, Dakota Corporation has selected two specific objectives for each of the four perspectives; these specific objectives are listed in the following table. Customer: 1. Increase sales of core product line. 2. Improve production efficiency. ncrease number of employees with access to customer 3. relationship database. 4. Increase 5. Improve post-sales service. 6. Increase customer retention. Internal business process: number of customers. Learning and growth: 7. Increase Return on Investment (RoI. 8. Improve employee morale. Print Done Data Table Dakota Corporation has collected key performance indicators (KPIs) to measure progress toward achieving its specific objectives. The following table contains the KPls and corresponding data that Dakota Corporation has collected for the past quarter. KPI Kawai Achel Percentage of employees with access to customer relationship database Average repair time (number of days) Sales revenue growth-core product line Employee satisfaction survey(1-5, with 1 as most satisfied) ROI Number of repeat customers Number of units produced per hour Number of customers 78% 80% $2,150,000 $2,050,000 1.5 24% 100,000 104,000 7.3 35,000 120,000 20% t.2. Print Done

Explanation / Answer

Balance Scorecard Report :-

KPI Goal Actual Goal Achieved ? Financial :- ROI 20% 24% Yes Sales Revenue Growth - Core Product Line $2150000 $2050000 No Customer :- No. of Repeat Customers 100000 104000 Yes No. of Customers 135000 120000 No Internal Business Process :- Employee Satisfaction Survey 1.5 1.1 Yes No. of Units Produced per hour 7.2 7.3 Yes Learning and Growth :- % of Employees with access to customer Relationship Database 78% 80% Yes Average Repair Time (No. of days) 1.3 1 Yes

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