A large discount store has used a balanced scorecard for several years. The store's vision is to provide customers with affordable products in a family-friendly shopping environment. The company's strategy has been to focus on reducing the wait times for customers when checking out and when asking questions on the sales floor. Performance measures for the last two years follows.

REQUIRED
A. Classify each performance measure according to one of the four balanced scorecard perspectives.
B. Analyze the change in each performance measure from Year 1 to Year 2. Give one possible reason for any changes.
Identify the employee most likely to be able to explain the change in performance.
C. Which performance measures need further investigation? Explain.
D. What do the balanced scorecard results suggest about the success of the company's strategy to reduce wait time? Explain.
E. When an organization focuses on one strategy, problems sometimes arise in other areas. Do the balanced scorecard results provide evidence of possible deterioration in any operational areas? Explain. What additional measures would you recommend for each perspective?
F. Identify future targets for each measure currently being used and those you recommend in Part e. that would move the company closer toward its joint goals of affordable products in a family-friendly environment.

Year 1 $ 37.5 $ 15.75 2.5 minutes 3 minutes $ 142,500 $2,000,000 $500,000 $ 5,250 Year 2 Average sale (total revenue/total invoices) Average variable cost per sale Average customer wait time at counter Average wait time for sales floor help Total returns Total revenue Total labour cost Utilities cost (electricity and phone) Number of items out of stock Employee turnover 30 12 2 minutes 2 minutes $ 135,000 $1,683,000 $ 495,000 $ 5,500 180 120