Balanced Scorecard; Strategy Map The following are critical success factors for Dell Inc.•...

Balanced Scorecard; Strategy Map The following are critical success factors for Dell Inc.

• Product manufacturing time

• Customer perception of order-taking convenience and accuracy

• Revenue growth

• Selling expense to sales ratio

• Number of new manufacturing processes developed

• Order processing time

• Raw materials inventory

• Training dollars per employee

• Number of emerging technologies evaluated

• Customer retention

• Manufacturing defects

• Number of new manufacturing processes under development

• Customer satisfaction with speed of service

• Gross margin

• Operating cost ratio

Required

1. Using the four BSC perspectives (learning and growth, internal processes, customer, and financial), sort these CSFs into the appropriate perspective.

2. Create a simple strategy map for Dell Inc.