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Problem 11-21 (continued)
2. Students’ answers may differ in some details from this solution.
Applied Pharmaceuticals
Return on
Stockholders’ Equity
Financial
Customer perception of
first-to-market capability
Customer perception of
product quality
Customer
R&D Yield
Defect rates
Internal
Business
Processes
Dollars invested in
engineering technology
Percentage of job
offers accepted
Dollars invested in engineering
training per engineer
Learning
and
Growth
+
+
+
+
–
+
+
+
