1. Below is a partial Balanced Scorecard for a smll manufacturing firm. Complete

Question

1. Below is a partial Balanced Scorecard for a smll manufacturing firm. Complete the Balanced Scorecard by inserting the measures from the list below into the appropriate objectives. While there can be more than one measure for an objective, each measure is only used once. Strategy map of o Financial Measures Increase shareholder value Increase shareholder value Customer Retain Customers Deliver products on time Retain customers .Offer competitive prices Offer competitive Deliver products on time Process . Reduce process cycle times *Improve process quality Reduce process cycle imes Improve process quality Learning & Growth Develop employees' Develop employees' process improvement skills skills Measures 1. 2. 3. 4. 5. 6. 7. % Employees trained and certified in process improvement capabilities Product defect rates Prices compared to competitors % Deliveries made on time Process yield improvement Return on equity % Improvement in cycle times 8. Growth in customers' sales 9. % Repeat customers

Explanation / Answer

Strategy Map of Objective Measures Financial Growth in customers' sales Return on equity Customer Prices compared to competitors % Deliveries made on time % Repeat customers Process Product defect rates Process yield improvement % Improvement in cycle times Learning & Growth % Employees trained and certified in process improvement capabilities

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