Question

For one of the following companies (UPS, Microsoft, Coca-Cola, McDonalds, Harley-Davidson, Southwest Airlines, Abbott, Marriott International), what performance measures do you think would be useful in the Internal Processes Perspective of the Balanced Scorecard?

Answer 1

The chosen company is Mcdonalds. Following performance measures will be useful in Internal Processes Perspective of the balanced scorecard.

(i) Waste items as a percentage of the total output.

(ii) Average customer lead time, i.e. time between placing an order and a delivery at the outlet.

(iii) Average customer waiting time for an order.

(iv) Cost of production of an item. Multifactor producivity in form of dollars earned per dollar invested.

(v) Uptime of all mchinery and equipment during work hours.

(vi) Employee productivity ( number of items made per labour hour invested)

(vii) Level of employee training, measured by incidents that might lead to customer dissatisfaction per unit transaction.

(viii) Absenteeism of employees measured as a fraction per month.

(ix) Number of accidents / injuries at workplace during operations,

(x) Legal costs incurred as a result of internal process deficiencies.