Solutions -- Week 10

Solutions -- Week 10 - WEEK CLS DATES [M-W] 10 DATES [T-Th]...

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WEEK 10 GNB ASSIGNED PROBLEM SOLUTIONS BUAD 250B – FALL 2009 CLS DATES [M-W] DATES [T-Th] TOPICS READINGS ASSIGNMENTS [TO BE COMPLETED BY DATE ASSIGNED] 18 Oct 26 Oct 27 Balanced Scorecard Profit Planning Ch. 9 PR: 12-11, 22 In-class: 12-26 Intro: Ch. 9 (Ex. 9-2) OUT: Team Assignment II 19 Oct 28 Oct 29 Profit Planning Ch. 9 BE: 9-3, 4, 5, 6, 7, 8, 9 PR: 9-17, 18 In-class: 9-19, 20 Exercise 12-11 1. Students’ answers may differ in some details from this solution. Revenue per employee + Sales Profit margin Financial Ratio of billable hours to total hours Average number of errors per tax return Average time needed to prepare a return Percentage of job offers accepted Employee morale Amount of compensation paid above industry average Average number of years to be promoted Customer Internal Business Processes Learning And Growth + + + + + + + Customer satisfaction with effectiveness + Customer satisfaction with efficiency + + Number of new customers acquired Customer satisfaction with service quality GNB Problem Solutions – Week-by-Week page 1 of 15
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GNB Problem Solutions – Week-by-Week page 2 of 15 However, if Ariel wanted to create a scorecard measure to capture this aspect of its client service responsibilities, it may make sense to focus the performance measure on its training process. Properly trained employees are more likely to recognize viable tax minimization opportunities. 2. The hypotheses underlying the balanced scorecard are indicated by the arrows in the diagram. Reading from the bottom of the balanced scorecard, the hypotheses are: ° If the amount of compensation paid above the industry average increases, then the percentage of job offers accepted and the level of employee morale will increase. ° If the average number of years to be promoted decreases, then the percentage of job offers accepted and the level of employee morale will increase. ° If the percentage of job offers accepted increases, then the ratio of billable hours to total hours should increase while the average number of errors per tax return and the average time needed to prepare a return should decrease. ° If employee morale increases, then the ratio of billable hours to total hours should increase while the average number of errors per tax return and the average time needed to prepare a return should decrease. ° If employee morale increases, then the customer satisfaction with service quality should increase. ° If the ratio of billable hours to total hours increases, then the revenue per employee should increase. ° If the average number of errors per tax return decreases, then the customer satisfaction with effectiveness should increase. ° If the average time needed to prepare a return decreases, then the customer satisfaction with efficiency should increase.
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Solutions -- Week 10 - WEEK CLS DATES [M-W] 10 DATES [T-Th]...

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