Royal Corporation is preparing its balanced scorecard for the past quarter. The balanced scorecard contains four perspectives: financial, customer, internal business process, and learning and growth. Through its strategic management planning process, Tuttle Corporation has selected two specific objectives for each of the four perspectives; these specific objectives are listed in the following table.
Specific Objective
1. increase return on investment (ROI)
2. improve post-sales services
3. improve employee morale
4. increase customer retention
5. increase plant safety
6. increase number of customers
7. increase gross margin
8. increase number of employees with access to customer relationship database.
Tuttle Corporation has collected key performance indicators (KPI's) to measure progress toward achieving its specific objectives. The follwing table contains the KPI's and corresponding data that Tuttle Corporation has collected for the past quarter:
KPI Goal Actual
Employee satisfaction survey (1-5)
with 1 as most satisfied 1.3 1.5
number of plant accidents 5.0 3
ROI 26% 19%
% of employees with access to
customer relationship database 81% 85%
gross margin growth percentage 29% 26%
number of customers 125,000 145,000
average repair time (number of days) 1.1 1.2
number of repeat customers 99,000 98,000
Prepare a balanced scorecard report for Tuttle Corporation.
Objective KPI Goal Actual Goal Achieved
Financial:
Customer: