Problem NO: 9

Balanced scorecard variances A large supermarket has used a balanced scorecard for several years. The store’s vision is to provide customers with low

Balanced scorecard variances

A large supermarket has used a balanced scorecard for several years. The store’s vision is to provide customers with low-cost goods and a high-quality shopping experience. The entity’s strategy has been to focus on reducing wait time for help on the floor and at the checkout counter. Information for the last two years follows.

 

 

 

Required

(a)     Classify each performance measure according to one of the four balanced scorecard perspectives.

(b)     Analyse the change in each performance measure from 2019 to 2024. Give one possible reason for the change.

(c)     Which performance measures need further investigation? Explain.

(d)     What do the balanced scorecard results suggest about the success of the entity’s strategy to reduce wait time? Explain.

(e)     When an organisation focuses on one strategy, problems sometimes arise in other areas. Do the balanced scorecard results provide evidence of possible deterioration in any operational areas? Explain.

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