Balanced Scorecard; Strategy Map The following are critical success factors for Dell Inc:
∙ Product manufacturing time
∙ Customer perception of order-taking convenience and accuracy
∙ Revenue growth
∙ Selling expense to sales ratio
∙ Number of new manufacturing processes developed
∙ Order processing time
∙ Materials inventory
∙ Training dollars per employee
∙ Number of emerging technologies evaluated
∙ Customer retention
∙ Manufacturing defects
∙ Number of new manufacturing processes under development
∙ Customer satisfaction with speed of service
∙ Gross margin
∙ Operating cost ratio
Required 1. Using the four BSC perspectives (learning and growth, internal processes, customer satisfaction, and financial), sort these CSFs into the appropriate perspective. 2. Create a simple strategy map for Dell.