Problem
A. Amazon, in our opinion, has cared less about profitability in the short run but has cared about gaining market share. Arguably, Amazon gains market share by taking care of the customer. Given the 75 KPIs that every manager needs to know in C Exhibit 7-8, what would be a natural KPI for the customer aspect
B. For an accounting firm like PC, how would the Balanced Scorecard help balance the desire to be profitable for its partners with keeping the focus on its customers?
C. For a company like Walmart, how would the Balanced Scorecard help balance the desire to be profitable for its shareholders with continuing to develop organizational capacity to compete with Amazon (and other online retailers)?