ACC 312 Lecture Notes - Lecture 15: Customer Satisfaction, Performance Management, Internal Control
Document Summary
To gain a better understanding of the strengths and weaknesses of linking non-financial performance measures to employee compensation. In doing so, we will discuss the concept of a balanced scorecard and common pitfalls to avoid when attempting to develop these performance measurement systems. James mcgaran"s annual performance review is being evaluated by lisa johnson (james"s boss) and. Frits seegers (president of citibank california and lisa"s boss). James is manager of the most important branch in the los angeles area, in the financial district. James"s financials are impressive (20% > target) and a year ago he would have received above par rating with full bonus. In fact, he has delivered impressive financial results for four years in a row. However, this year a new performance scorecard was introduced to highlight the importance of a diverse set of measures in achieving the strategic goals of the division.
