Borders Overnight Operates an Overnight Package Delivery Service That Competes

question 38

Essay

Borders Overnight operates an overnight package delivery service that competes with Federal Express and United Parcel Service (UPS).Top management is considering the use of a balanced scorecard to evaluate operations.
A.The balanced scorecard is a business model that helps to assess a firm's competitive position and ensures that the firm is progressing toward long-term survival.Balanced scorecards differ from organization to organization;however,in addition to customer-satisfaction measures,most have a combination of financial measures,internal operating measures,and measures of innovation/growth and learning.
A.What is a balanced scorecard and other than customer-satisfaction measures,what are its typical key components?
B.Customer-satisfaction measures could include number of packages delivered,market share,number of packages lost or damaged,number of customer complaints,average wait time when calling and scheduling a package pickup,and response time to customer problems.
B.List four customer-satisfaction measures that Borders might use to evaluate performance.

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Definitions:

Thought Stopping

A cognitive intervention technique used to control or eliminate intrusive thoughts by consciously attempting to interrupt and halt them.

Overt Interruption

An explicit or open disruption in a process or activity.

Self-instructions

Cognitive strategy where individuals guide their own behaviors and thoughts through self-directed statements.

Nonverbal Communication

The transmission of messages or signals through a non-linguistic means, such as facial expressions, body language, and gestures.