EXERCISE 11-11 Create a balanced scorecard 4 Ariel Tax services

EXERCISE 11-11 Create a balanced scorecard 4 Ariel Tax services

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Solution: 1. Revenue per employee Sales Profit margin Financial total hours 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 I Internal Business   Processes Learning and Growth + + + Customer  satisfaction with effectiveness Customer  satisfaction with efficiency Customer  satisfaction with service quality Number of new customers acquired + + + + + + +
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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
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This note was uploaded on 08/07/2011 for the course ACCT 300 taught by Professor Professormiller during the Spring '10 term at Kaplan University.

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EXERCISE 11-11 Create a balanced scorecard 4 Ariel Tax services

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