Economic indicators used in the survey
| Perspective | Indicators | Codea |
|---|---|---|
| Finance | (1) Operational income | OperIncF |
| (2) Sales growth | SalesGrowF | |
| (3) Return-on-investment (ROI) | ROIF | |
| (4) Return-on-equity (ROE) | ROEF | |
| (5) Net cash flows | CashFlowF | |
| (6) Cost per unit produced | CostUnitF | |
| Customer | (1) Market share | MShareC |
| (2) Customer response time | RespTimeC | |
| (3) On-time delivery | OnTimeDelC | |
| (4) Number of customer complaints | NComplC | |
| (5) Number of warranty claims | NWaClaimC | |
| (6) Survey of customer satisfaction | SurveySatC | |
| Internal processes | (1) Materials efficiency variance | MatEffVarP |
| (2) Manufacturing lead time | ManTimeP | |
| (3) Rate of material scrap loss | MatLossP | |
| (4) Labour efficiency variance | LabEffVarP | |
| Learning and development | (1) Number of new patents | NNewPatL |
| (2) Number of new product launches | NNewProdL | |
| (3) Time-to-market for new products | TimeNewPrL | |
| (4) Employee satisfaction | EmplSatL |
| Perspective | Indicators | Codea |
|---|---|---|
| Finance | (1) Operational income | OperIncF |
| (2) Sales growth | SalesGrowF | |
| (3) Return-on-investment (ROI) | ROIF | |
| (4) Return-on-equity (ROE) | ROEF | |
| (5) Net cash flows | CashFlowF | |
| (6) Cost per unit produced | CostUnitF | |
| Customer | (1) Market share | MShareC |
| (2) Customer response time | RespTimeC | |
| (3) On-time delivery | OnTimeDelC | |
| (4) Number of customer complaints | NComplC | |
| (5) Number of warranty claims | NWaClaimC | |
| (6) Survey of customer satisfaction | SurveySatC | |
| Internal processes | (1) Materials efficiency variance | MatEffVarP |
| (2) Manufacturing lead time | ManTimeP | |
| (3) Rate of material scrap loss | MatLossP | |
| (4) Labour efficiency variance | LabEffVarP | |
| Learning and development | (1) Number of new patents | NNewPatL |
| (2) Number of new product launches | NNewProdL | |
| (3) Time-to-market for new products | TimeNewPrL | |
| (4) Employee satisfaction | EmplSatL |
Note: aCodes created for the purposes of this research
Source: Based on Henri (2009)
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