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At the moment “shares of customer segment” and total gross profit split are the only measure used. A recommendation we would suggest is to implement within our Balance Scorecard specific measures of customer satisfaction %, customer retention, and customer loyalty.
Learning and Growth
Learning and Growth was an issue for the managers at USM&R as it was not complete enough and simply did not measure the things we needed...
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Once these measures have been implemented in place of our current growth and learning measures, we believe it will better encourage our firm in the aspect of learning and growth.
The Financial aspect of the Balanced Scorecard of USM&R includes five areas to cover such as Return on Capital Employed, Profitability and Lowest cost...
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