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 increases by 10%. - A. B. C. D. Profit grows by 20%

Managerial Accounting: The Cornerstone of Business Decision-Making

7th Edition

ISBN:9781337115773

Author:Maryanne M. Mowen, Don R. Hansen, Dan L. Heitger

Publisher:Maryanne M. Mowen, Don R. Hansen, Dan L. Heitger

Chapter11: Performance Evaluation And Decentralization

Section: Chapter Questions

Problem 48P: (Appendix 11A) Balanced Scorecard The following list gives a number of measures associated with the...

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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 increases by 10%.
- A. B. C. D.	Profit grows by 20%

A.	Customer
B.	Internal business processes
C.	Organizational learning and growth
D.	Financial

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