Problems:
Consider the following list of scorecard measures:
a. Ratings from customer surveys
b. Cycle time to resolve customer complaints
c. Unit customer cost
d. Return on investment
e. Employee satisfaction ratings
f. Percentage of defective units
g. Post purchase costs
h. Time to market (from start to finish)
i. Suggestions implemented per employee
j. Customer profitability
k. Percentage of revenues from new products
l. MCE
Required:
Classify each measure according to the following: perspective; financial or nonfinancial; subjective or objective; and external or internal. When the perspective is process, identify which type of process: innovation, operations, or post sales service.