You also participate in a brainstorming session with Z Cosmetics resulted in the following items. Your next task is to determine the element type for each item. Use the selection list in the Element column to indicate strategic objective (SO), strategic initiative (SI) or performance metric (PM) for each performance perspective (Financial, Customer, Internal Processes, or Learning and Growth). For Performance Measures (PM) and Strategic Initiatives (SI), the Strategic Objective column will be used to indicate which Strategic Objective the Performance Measure or Strategic Initiative is related to. If no effects in "Element" select "n". If "Strategic Objective" does not require an entry, leave it blank.

Financial Customer Internal Learning &
Processes Growth
Balanced Element Strategic Element Strategic Element Strategic Element Strategic
Scorecard Objective Objective Objective Objective

1. Increase revenues
2. Increase asset utilization
3. Expand online offerings
4. Perform benchmarking studies for return on assets, inventory turnover,
receiveables turnover
5. % Growth in sales
6. % Growth in online sales
7. Return on assets ratio
8. Increase market share
9. Customer satisfaction
10. Market studies of end user requirements
11. In store customer assistance program
12. Percentage of market share
13. % Customer satisfaction index
14. Decrease inventory flow interruptions
15. Fast delivery
16. Formalize order fulfillment procedures
17. Implement just-in-time inventory system
18. Inventory ratios
19. Order turnaround time
20. Improve employee product knowledge
21. Improve employee retention
22. Develop product training programs
23. Implement annual employee satisfaction survey
24. Conduct comparable salary studies
25. Percentage of employees completed product training