ACCT 2300_chapter 9 in-class

ACCT 2300_chapter 9 in-class - Problem920 1.

Info iconThis preview shows pages 1–5. Sign up to view the full content.

View Full Document Right Arrow Icon
Problem 9-20  1. Both companies view training as important; both companies need to leverage  technology to succeed in the marketplace; and both companies are  concerned with minimizing defects. There are numerous differences between  the two companies. For example, Applied Pharmaceuticals is a product- focused company and Destination Resorts International (DRI) is a service- focused company. Applied Pharmaceuticals’ training resources are focused  on their engineers because they hold the key to the success of the  organization. DRI’s training resources are focused on their front-line  employees because they hold the key to the success of their organization.  Applied Pharmaceuticals’ technology investments are focused on supporting  the innovation that is inherent in the product development side of the  business. DRI’s technology investments are focused on supporting the day- to-day execution that is inherent in the customer interface side of the  business. Applied Pharmaceuticals defines a defect from an internal  manufacturing standpoint, while DRI defines a defect from an external  customer interaction standpoint.
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
  Answers may differ in some details from this solution. Applied Pharmaceuticals Return on  Stockholders’ Equity Financial Customer perception of  first-to-market capability Customer perception of  product quality Customer R&D Yield Defect rates Internal Business Process Dollars invested in  engineering technology Dollars invested in engineering  training per engineer Learning and Growth + + + + + +
Background image of page 2
Destination Resorts International Sales Financial Number of repeat customers Customer Percentage of  error-free repeat  customer check-ins Average time to  resolve customer  complaint  Room cleanliness Internal Business Process Number of employees  receiving database  Employee  turnover Survey of  employee morale Learning and Growth + + + + + +
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
  3. The hypotheses underlying the balanced scorecards are indicated by the 
Background image of page 4
Image of page 5
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 12/16/2009 for the course ACCT 116B 00138 taught by Professor Seymour during the Fall '09 term at Mesa CC.

Page1 / 8

ACCT 2300_chapter 9 in-class - Problem920 1.

This preview shows document pages 1 - 5. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online