72 Inc. has developed a balanced scorecard with the following performance metrics: Total sales Employee
Question:
72 Inc. has developed a balanced scorecard with the following performance metrics:
• Total sales
• Employee turnover
• Market share
• Number of shipping errors
• Median training hours per employee
• Number of new customers
Relative to the metric “customer satisfaction ratings,” which of these performance metrics are leading indicators and which are lagging indicators?
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