has collected key performance indicators (KPIs) to measure progress toward achieving its specific objectives. The following table contains the KPIs and corresponding data that

has collected key performance indicators  (KPIs) to measure progress toward achieving its specific objectives. The following table contains the KPIs and corresponding data that

SesnieSesnie

Corporation has collected for the past quarter.

KPI	Goal	Actual
Employee satisfaction survey (1 - 5, with 1 as most satisfied)	1.1	1.7
Number of plant accidents	1	2
Core product line profit as a percentage of core product line sales	14%	13%
Percentage of employees with access to customer relationship database	81%	82%
Sales revenue growth—core product line	$2,150,000	$2,350,000
Number of repeat customers	101,000	102,000
Average repair time (number of days)	1.4	1
Number of customers	125,000	120,000

Through its strategic management planning  process, SesnieSesnie Corporation has selected two specific objectives for each of the four  perspectives; these specific objectives are listed in the following table.

Specific Objective
1.	Increase profitability of core product line.
2.	Improve post-sales service.
3.	Improve employee morale.
4.	Increase number of customers.
5.	Increase plant safety.
6.	Increase customer retention.
7.	Increase sales of core product line.
8.	Increase number of employees with access to customer relationship database.

Sesnie Corporation
Balanced Scorecard Report
For Quarter Ended December 31
Perspective:									Goal
Objective KPI							Goal	Actual	Achieved?
Financial:
1		Core product line profit as a percentage of core product line sales					14%	13%	No
7		Sales revenue growth—core product line					$2,150,000	$2,350,000	Yes
Customer:
4		Number of customers					125,000	120,000	No
6		Number of repeat customers					101,000	102,000	Yes
Internal business process:
2	Average repair time (number of days)		1.4	1	Yes
5	Number of plant accidents		1	2	No
Learning and growth:
3	Employee satisfaction survey (1 - 5, with 1 as most satisfied)		1.1	1.7	No
8	Percentage of employees with access to customer relationship database		81%	82%	Yes

This question is complete. Move your cursor over or tap on the red arrows to see incorrect answers.