Question : 11) Which of the following a measure of the customer : 1186021

 

11) Which of the following is a measure of the customer perspective?

A) return on investment

B) market share in the high-end appliance market

C) development of new products or services

D) production cycle time

E) revenue growth

12) Which of the following is a measure of the internal business perspective?

A) return on investment

B) market share in the high-end appliance market

C) timely delivery

D) production cycle time

E) number of employees trained in quality management

 

13) Which of the following is an objective of the learning and growth perspective?

A) increase return on investment

B) increase market share in the high-end appliance market

C) improve order delivery time

D) development of new products or services

E) increase customer satisfaction

Use the information below to answer the following question(s).

 

Following a strategy of product differentiation, Barry Company makes an XX 300. Barry Company presents the following data for the years 1 and 2.

 

 

Year 1

Year 2

Units of XX 300 produced and sold

10,000

10,800

Selling price

$100

$115

Direct materials (litres)

30,000

31,900

Direct materials costs per litre

$15

$16

Manufacturing capacity for XX 300 (units)

12,500

12,500

Total manufacturing conversion costs

$250,000

$275,000

Manufacturing conversion costs (per unit of capacity)

$20

$22

Selling and customer-service capacity (customers)

30

29

Total selling and customer-service costs

$90,000

$90,625

Cost per customer of selling and customer-service capacity

$3,000

$3,120

 

Barry Company produces no defective units but it wants to reduce direct materials usage per unit of XX 300 in year 2. Manufacturing conversion costs in each year depend on production capacity defined in terms of XX 300 units that can be produced. Selling and customer-service costs depend on the number of customers that the customer and service functions are designed to support. Neither conversion costs or customer-service costs are affected by changes in actual volume. Barry Company has 23 customers in year 1 and 25 customers in year 2. The industry market size for high-end appliances increased 5% from year 1 to year 2.

 

14) Which of the following is a measure of the financial perspective?

A) order delivery time

B) reengineering

C) operating income growth from charging higher margins for XX 300

D) improving manufacturing processes

E) market share in the high-end appliance market

 

15) Which of the following is a measure of the customer perspective?

A) operating income growth from charging higher margins for XX 300

B) yield

C) production cycle time

D) improving manufacturing processes

E) customer satisfaction rating

 

16) Which of the following is a measure of the internal business perspective?

A) operating income growth from charging higher margins for XX 300

B) market share in the high-end appliance market

C) production cycle time

D) number of employees trained in quality management

E) real-time feedback capacity

 

17) Which of the following is an objective of the learning and growth perspective?

A) operating income growth from charging higher margins for XX 300

B) market share in the high-end appliance market

C) order delivery time

D) number of employees trained in quality management

E) increase customer satisfaction

 

18) The purpose of the balanced scorecard is BEST described as helping an organization

A) develop customer relations.

B) mobilize employee skills for continuous improvements in processing capabilities, quality, and response times.

C) introduce innovative products and services desired by target customers.

D) translate an organization’s mission and strategy into a set of performance measures that help to implement the strategy.

E) develop supplier relations.

 

19) Measures of the balanced scorecard’s financial perspective include all of the following EXCEPT

A) operating income.

B) customer satisfaction.

C) gross profit percentage.

D) cost reductions.

E) return on investment.

20) Measures of the balanced scorecard’s customer perspective include all of the following EXCEPT

A) market share.

B) customer satisfaction.

C) number of new customers.

D) customer training on new products.

E) number of repeat customers.