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Walton manufactures various types of color laser printers in a highly-automated facility

with high fixed costs. The market for laser printers is competitive. The various color laser

printers on the market are comparable in terms of features and price. Walton believes

that satisfying customers with products of high quality at low costs is important to

achieving its target profitability.

For 2021, Walton plans to achieve higher quality and lower costs by improving yields and

reducing defects in its manufacturing operations. Walton will train workers and

encourage and empower them to take the necessary actions. Currently, a significant

amount of Walton's capacity is used to produce products that are defective and cannot be

sold. Walton expects that higher yields will reduce the capacity that Walton needs to

manufacture products.

Walton does not anticipate that improving manufacturing will automatically lead to

lower costs because many costs are fixed costs. To reduce fixed costs per unit, Walton

could lay off employees and sell equipment, or it could use the capacity to produce and

sell more of its current products or improved models of its current products.

Walton's balanced scorecard (initiatives omitted) for the just-completed fiscal year 2020 Follows

CoursHeroTranscribedText: Objectives Measures Target Actual Performance Performance Financial Perspective Changes in operating income due to Tk 2,000,000 Tk 1,200,000 Increase Shareholder Value productivity Changes in operating income due to Tk 2.500.000 Tk 1.100.000 growth Customer Perspective Increase market share Market share in color 4% 3.6% laser printers lnternai-Buslness-Process Perspective Improve manufacturing quality Yield 80% 90% Reduce delivery time to Order-delivery time 23 days 20 days customers Learning and Growth Perspective Percentage of Developing process skills empioyees trained in process and quality 92% 93% management Percenmge of Enhance information-system manufacturing capabilities processes with real 90% 92% time feedback 1. is Walton 's haiancedscorecard useful in helpingI the company understand wh y it did not reach its target market share in 2020?!)" it is, explain Wit y. if it is not, expiain what other measures you might want to add under the customer perspective and why. 2. Would you have included some measure of employee satisfaction in the learning-andgrowth perspective and new-product development in the internal-businessprocess perspective? That is, do you think employee satisfaction and development of new products are critical for Walton to implement its strategy? Wit y or wh y not?Explain briey

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