Reid Company would like to implement a balanced scorecard performance measurement system. Its senior management team...

 

  

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Reid Company would like to implement a balanced scorecard performance measurement system. Its senior management team has assembled the measures shown below for possible inclusion in its scorecard. Required: For each measure, indicate by placing an X in the appropriate column whether it would most likely be classified in the learning and growth, internal business process, customer, or financial category of the company's balanced scorecard. Learning Internal Business Item Growth Process Customer Financial Ex. Employee absenteeism rate 1. Sales from new customers 2. Customer defection rate 3. Average fuel cost per sales dollar 4. Average number of workplace accidents per employee 5. Delivery cycle time 6. Average training hours per employee 7. Number of job applicants from under-represented groups Percent of customers that strongly agree with the statement 8. "Your employees treated me courteously." 9. Return on assets Percent of customers that strongly agree with the statement 10. "Your company has a superior commitment to product safety." 11. Number of modular product designs 12. Lost sales due to out-of-stock merchandise 13 Pounds of waste produced 14 Number of customer referrals 15 Residual incomes 16 Average mentorship hours per employee Reid Company would like to implement a balanced scorecard performance measurement system. Its senior management team has assembled the measures shown below for possible inclusion in its scorecard. Required: For each measure, indicate by placing an X in the appropriate column whether it would most likely be classified in the learning and growth, internal business process, customer, or financial category of the company's balanced scorecard. Learning Internal Business Item Growth Process Customer Financial Ex. Employee absenteeism rate 1. Sales from new customers 2. Customer defection rate 3. Average fuel cost per sales dollar 4. Average number of workplace accidents per employee 5. Delivery cycle time 6. Average training hours per employee 7. Number of job applicants from under-represented groups Percent of customers that strongly agree with the statement 8. "Your employees treated me courteously." 9. Return on assets Percent of customers that strongly agree with the statement 10. "Your company has a superior commitment to product safety." 11. Number of modular product designs 12. Lost sales due to out-of-stock merchandise 13 Pounds of waste produced 14 Number of customer referrals 15 Residual incomes 16 Average mentorship hours per employee