BU481 Study Guide - Midterm Guide: Kodak, Tacit Collusion, Experience Curve Effects
Document Summary
Define and describe the balance scorecard tool and elements. Meant to forecast how a company will perform in future. Customer perspective: customer satisfaction, customer retention, and market share in target segments. Financial perspective: operating income, return on capital employed, and economic value added. Learning and growth perspective: employee satisfaction, employee retention, skill sets. These are for business processes such as procurement, production and order fulfillment. Learning and growth lead to better business processes, which lead to increased value to customer, which leads to improved financial performance. Scorecard includes objectives, measures, targets and initiatives. Lagging indicators are those statistics or measures that tell you what has happened in the past while leading indicators try to determine what will happen in the future (ex. Number of catalogues issued is a leading indicator of future sales at a store: discuss and describe in details the measures that make up the two axes of the.
