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Dallas will enter into long-term contracts withcustomers specifying quantities and prices.The customer relationship manager will workwith the customer and manufacturing to specifydelivery schedules one month in advance.
13 - 14Reengineering ExampleThe schedule of customer orders will be sentelectronically to manufacturing.Completed items will be shipped directly fromthe manufacturing plant to customer sites.Each shipment will automatically trigger aninvoice to be sent electronically to the customer.
13 - 15Present the four perspectivesof the balanced scorecard.
13 - 16Perspectives of Performance1. Financial2. Customer3. Internal business process4. Learning and growth
13 - 17Financial PerspectiveObjective: Increase shareholder valueMeasures: Increase in operating income
13 - 25Aligning the BalancedScorecard to StrategyDifferent strategies call for different scorecards.What are some of the financialperspective measures?“Net” Operating income“Profitable” Revenue growthCost reduction Return on investmentCASH FLOW
13 - 26Aligning the BalancedScorecard to StrategyWhat are some of the customerperspective measures?Market shareCustomer satisfactionCustomer retention percentageTime taken to fulfill customers requestsLine item fill rate
13 - 27Aligning the BalancedScorecard to StrategyWhat are some of the internal businessperspective measures?