The table shown below contains a variety of performance measures that companies might use as internal business process measures in their balanced scorecards. Each measure is accompanied by a + or − to indicate whether the performance measure should increase or decrease over time.

Required:

For each measure, place an X in one of the first three columns to indicate whether the measure would most likely be adopted by a company pursuing a strategy focused on operational excellence, product leadership, or customer intimacy. In the fourth column, provide an explanation for your answer.

Transcribed Image Text:

Operational Excellence Product Customer Item Leadership Intimacy Explanation Ex. Number of patents approved Patents often provide the foundation for delivering new and innovative products to customers. 1. Delivery cycle time (-) 2. Number of new products designed (+) 3. Average contact hours per customer (+) 4. Non-value-added activity costs (-) 5. Percent of suppliers with long-term contracts (+) 6. Number of modular product designs (+) 7. Number of customized products co-designed with customers (+) 8. Defect-free units as a percentage of completed units (+) 9. Number of options available for customers to choose from (+)