Question

28) Magnum Overnight operates an overnight package delivery service United Parcel Service (UPS). Top management is considering the use of a ba operations. Nage delivery service that competes with Federal Express and the use of a balanced scorecard to evaluate Required: A. What is a balanced scorecard and other than customer satisfaction measures, what components? B. List four customer satisfaction measures that Magnum might use to evaluate performance, -satisfaction measures, what are its typical key

Answer 1

A) Balanced scorecard (BSC) is a strategic management and measurement system that translates the strategies of an entity into specific financial and non financial indicators of four balanced categories. The financial perspective measures the past performance of a firm. The customer, internal business process, and learning and growth perspective measures future financial performance.

Key components other than customer satisfaction measures

1) Market share

2) Customer acquisition ;

3) Customer retention

4) Quality

5) Timeliness

B) CUSTOMER SATISFACTION MEASURES

  1 - No. of customer returns

2 - No. of customer complaints

3 - Information from surveys

4 - Customer rankings