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SP 22 Santana Rey’s two departments, computer consulting services and computer workstation furniture manufacturing, have each been profitable for Business Solutions. Santana has heard of the balanced scorecard and wants you to provide details on how it could be used to measure performance of her departments.

Required

1. Explain the four performance perspectives included in a balanced scorecard.

2. For each of the four performance perspectives included in a balanced scorecard, provide examples of measures Santana could use to measure the performance of her departments.

Short Answer

Expert verified

The four-performance perspectives included in a balanced scorecard are:

  1. Customer:It reports customers’ perceptions about the company.
  2. Internal process: It reports the ability of the business operation to fulfill customer needs.
  3. Innovations: It includes reporting the cost incurred in the improvement and development of the product and business process.
  4. Financial: It includes reporting financial aspects of the business entity.

Step by step solution

01

Step-By-Step SolutionStep 1: Definition of Balanced Scorecard

The performance metric used by the business entity that includes both qualitative and quantitative aspects of the business entity is known as balanced scorecard. It measures the performance of the business entity using four perspectives.

02

Four performance perspectives included in a balanced scorecard

Customer: Under this perspective, the business entity tries to determine what the customer thinks about the business entity and its product. It relates to the value of the business entity in the customer’s mind.

Internal process: Under this perspective, the business entity identifies the process in production that does not fulfill customer demands and needs. It relates to the process adopted by the business entity for developing the product.

Innovation/Learning: In a balanced scorecard, the business entity tries to determine how to improve and increase the efficiency of the business organization. It is considered an innovation/learning.

Financial: It includes evaluation and assessment of the financial position of the business entity through various financial metrics. It takes into consideration the quantitative aspect of financial information.

03

Step 3:

Customer: It includes the evaluation of the following points:

  1. Ratings provided by the customer.
  2. Increase in the market share.
  3. Sales return.
  4. Deliveries to the customer on time.
  5. Time required to fulfill the order.

Internal process: This perspective includes an evaluation of the following points:

  1. Defective production.
  2. Cycle time.
  3. Cycle efficiency.
  4. Product cost.

Innovation/learnings: It includes an evaluation of the following points:

  1. Money spent on training.
  2. Money spent on research and analysis.
  3. Money spent on the development of new products.
  4. Employee satisfaction and turnover.

Financial: This perspective of a balanced scorecard includes an evaluation of the financial performance of the business entity by assessing the following points:

  1. Net income.
  2. Return on investment.
  3. Growth in sales.
  4. Residual income and increase in value of stock.

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Most popular questions from this chapter

Williams Company began operations in January 2017 with two operating (selling) departments and one service (office) department. Its departmental income statements follow.

WILLIAMS COMPANY
Departmental Income Statements
For Year Ended December 31, 2017

Particular

Clock

Mirror

Combined

Sales

\(130,000

\)55,000

\(185,000

Cost of goods sold

63,700

34,100

97,800

Gross profit

66,300

20,900

87,200

Direct expenses

Sales salaries

20,000

7,000

27,000

Advertising

1,200

500

1,700

Store supplies used

900

400

1,300

Depreciation – equipment

1,500

300

1,800

Total direct expenses

23,600

8,200

31,800

Allocated expenses

Rent expenses

7,020

3,780

10,800

Utilities expenses

2,600

1,400

4,000

Share of office department expenses

10,500

4,500

15,000

Total allocated expenses

20,120

9,680

29,800

Total expenses

43,720

17,880

61,600

Net income

22,580

3,020

25,600

Williams plans to open a third department in January 2018 that will sell paintings. Management predicts that the new department will generate \)50,000 in sales with a 55% gross profit margin and will require the following direct expenses: sales salaries, \(8,000; advertising, \)800; store supplies, \(500; and equipment depreciation, \)200. It will fit the new department into the current rented space by taking some square footage from the other two departments. When opened, the new painting department will fill one-fifth of the space presently used by the clock department and one-fourth used by the mirror department. Management does not predict any increase in utilities costs, which are allocated to the departments in proportion to occupied space (or rent expense). The company allocates office department expenses to the operating departments in proportion to their sales. It expects the painting department to increase total office department expenses by $7,000. Since the painting department will bring new customers into the store, management expects sales in both the clock and mirror departments to increase by 8%. No changes for those departments’ gross profit percents or their direct expenses are expected except for store supplies used, which will increase in proportion to sales.

Required

Prepare departmental income statements that show the company’s predicted results of operations for calendar-year 2018 for the three operating (selling) departments and their combined totals. (Round percents to the nearest one-tenth and dollar amounts to the nearest whole dollar.)

Google reports costs in financial statements. If plantwide overhead rates are allowed for reporting costs to external users, why might a company choose to use a more complicated and more expensive method for assigning overhead costs to products?

Question: Key figures for Apple and Google follow


APPLEGOOGLE

\((million)

Current year

One year prior

Two-year prior

Current year

One year prior

Two-year prior

Net income

\)53,394

\(39,510

\)37,037

\(16,348

\)14,136

$12,733

Income tax

19,121

13,973

13,118

3,303

3,639

2,739

Interest expense

733

384

136

104

101

81

Required

  1. Compute times interest earned for the three years’ data shown for each company.
  2. Comment on which company appears stronger in its ability to pay interest obligations. Assume an industry average of 10.

Question: Explain the concept of accrued interest on bonds at the end of an accounting period.

Question: In each blank next to the following terms, place the identifying letter of its best description.

1. Cost center

A. Incurs costs without directly yielding revenues.

2. Investment center

B. Provides information used to evaluate the performance of a department.

3. Departmental accounting system

C. Holds manager responsible for revenues, costs, and investments.

4. Operating Department

D. Engages directly in manufacturing or in making sales directly to customers.

5. Profit center

E. Does not directly manufacture products but contributes to profitability of the entire company.

6. Responsibility accounting system

F. Incurs costs and also generates revenues

7. Service department

G. Provides information used to evaluate the performance of a department manager

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