Performance Measurement in
Decentralized Organizations
Chapter 11
PowerPoint Authors:
Susan Coomer Galbreath, Ph.D., CPA
Charles W. Caldwell, D.B.A., CMA
Jon A. Booker, Ph.D., CPA, CIA
Cynthia J. Rooney, Ph.D., CPA
Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved.
11-2
Introduction
• Managers in large organizations have to
delegate some decisions to those who are
at lower levels in the organization.
• This chapter explains how responsibility
accounting systems, return on
investment (ROI), residual income,
operating performance measures,
and the balanced scorecard are used to
help control decentralized organizations.
11-3
Decentralization in Organizations
Benefits of Top management
Decentralization freed to concentrate
on strategy.
Lower-level decisions
often based on
better information. Lower level managers
can respond quickly
to customers.
Lower-level managers
gain experience in
decision-making. Decision-making
authority leads to
job satisfaction.
11-4
Decentralization in Organizations
Lower-level managers
may make decisions
without seeing the
May be a lack of “big picture.”
coordination among
autonomous
managers. Disadvantages of
Decentralization
Lower-level manager’s
objectives may not
be those of the May be difficult to
organization. spread innovative ideas
in the organization.
11-5
Responsibility accounting
• Responsibility accounting systems link
lower-level managers’ decision-making authority
with accountability for the outcomes of those
decisions.
• The term responsibility center is used for any
part of an organization whose manager has
control over and is accountable for cost, profit,
or investments.
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Cost, Profit, and Investments Centers
Cost Profit Investment
Center Center Center
Cost, profit,
and investment
centers are all Responsibility
known as Center
responsibility
centers.
11-7
Cost Center
A segment whose manager has control over
costs, but not over revenues or investment
funds.
Standard cost variances
and flexible budget
variances, such as those
discussed in Chapters 10
and 11, are often used to
evaluate cost center
performance.
11-8
Profit Center
Revenues
A segment whose
Sales
manager has control
Interest
over both costs and
Other
revenues,
Costs
but no control over
investment funds. Mfg. costs
Commissions
Salaries
Other
11-9
Investment Center
Corporate Headquarters
A segment whose
manager has control
over costs,
revenues, and
investments in
operating assets.
Investment center managers are
often evaluated using return on
investment (ROI) or residual
income.
11-10
Learning Objective 1
Compute return on
investment (ROI) and
show how changes in
sales, expenses, and
assets affect ROI.
11-11
Return on Investment (ROI) Formula
Income before interest
and taxes (EBIT)
Net operating income
ROI =
Average operating assets
Cash, accounts receivable, inventory,
plant and equipment, and other
productive assets.
11-12
Net Book Value versus Gross Cost
Most companies use the net book value of
depreciable assets to calculate average
operating assets.
Acquisition cost
Less: Accumulated depreciation
Net book value
11-13
Understanding ROI
Net operating income
ROI =
Average operating assets
Net operating income
Margin =
Sales
Sales
Turnover =
Average operating assets
ROI = Margin Turnover
11-14
Increasing ROI – An Example
Regal Company reports the following:
Net operating income $ 30,000
Average operating assets $ 200,000
Sales $ 500,000
Operating expenses $ 470,000
What is Regal Company’s ROI?
ROI = Margin Turnover
Net operating income Sales
ROI = ×
Sales Average operating assets
11-15
Increasing ROI – An Example
ROI = Margin Turnover
Net operating income Sales
ROI = × Average operating assets
Sales
ROI = $30,000 $500,000
×
$500,000 $200,000
ROI = 6% 2.5 = 15%
11-16
Investing in Operating Assets to
Increase Sales
Assume that Regal's manager invests in a $30,000
piece of equipment that increases sales by
$35,000, while increasing operating expenses
by $15,000.
Regal Company reports the following:
Net operating income $ 50,000
Average operating assets $ 230,000
Sales $ 535,000
Operating expenses $ 485,000
Let’s calculate the new ROI.
11-17
Investing in Operating Assets to
Increase Sales
ROI = Margin Turnover
Net operating income Sales
ROI = ×
Sales Average operating assets
ROI = $50,000 ×
$535,000
$535,000 $230,000
ROI = 9.35% 2.33 = 21.8%
ROI increased from 15% to 21.8%.
11-18
Criticisms of ROI
In the absence of the balanced
scorecard, management may
not know how to increase ROI.
Managers often inherit many
committed costs over which
they have no control.
Managers evaluated on ROI
may reject profitable
investment opportunities.
11-19
Learning Objective 2
Compute residual income
and understand its
strengths and
weaknesses.
11-20
Residual Income - Another Measure of
Performance
Net operating income
above some minimum
return on operating
assets
11-21
Calculating Residual Income
Residual
income
=
Net
operating -
income
(
Average
operating
assets
Minimum
required rate of
return
)
This computation differs from ROI.
ROI measures net operating income earned relative
to the investment in average operating assets.
Residual income measures net operating income
earned less the minimum required return on average
operating assets.
11-22
Residual Income – An Example
• The Retail Division of Zephyr, Inc. has
average operating assets of $100,000 and is
required to earn a return of 20% on these
assets.
• In the current period, the division earns
$30,000.
Let’s calculate residual income.
11-23
Residual Income – An Example
Operating assets $ 100,000
Required rate of return × 20%
Minimum required return $ 20,000
Actual income $ 30,000
Minimum required return (20,000)
Residual income $ 10,000
11-24
Motivation and Residual Income
Residual income encourages managers to
make profitable investments that would
be rejected by managers using ROI.
11-25
Quick Check ✓
Redmond Awnings, a division of Wrap-up Corp.,
has a net operating income of $60,000 and
average operating assets of $300,000. The
required rate of return for the company is 15%.
What is the division’s ROI?
a. 25%
b. 5%
c. 15%
d. 20%
11-26
Quick Check ✓
Redmond Awnings, a division of Wrap-up Corp.,
has a net operating income of $60,000 and
average operating assets of $300,000. The
required rate of return for the company is 15%.
What is the division’s ROI?
a. 25%
b. 5%
ROI = NOI/Average operating assets
c. 15%
d. 20% = $60,000/$300,000 = 20%
11-27
Quick Check ✓
Redmond Awnings, a division of Wrap-up
Corp., has a net operating income of $60,000
and average operating assets of $300,000. If
the manager of the division is evaluated
based on ROI, will she want to make an
investment of $100,000 that would generate
additional net operating income of $18,000
per year?
a. Yes
b. No
11-28
Quick Check ✓
Redmond Awnings, a division of Wrap-up
Corp., has a net operating income of $60,000
and average operating assets of $300,000. If
the manager of the division is evaluated
based on ROI, will she want to make an
investment of $100,000 that would generate
additional net operating income of $18,000
per year? ROI = $78,000/$400,000 = 19.5%
a. Yes
This lowers the division’s ROI from
b. No
20.0% down to 19.5%.
11-29
Quick Check ✓
The company’s required rate of return is
15%. Would the company want the manager
of the Redmond Awnings division to make
an investment of $100,000 that would
generate additional net operating income of
$18,000 per year?
a. Yes
b. No
11-30
Quick Check ✓
The company’s required rate of return is
15%. Would the company want the manager
of the Redmond Awnings division to make
an investment of $100,000 that would
generate additional net operating income of
$18,000 per year?
ROI = $18,000/$100,000 = 18%
a. Yes
b. No The return on the investment
exceeds the minimum required rate
of return.
11-31
Quick Check ✓
Redmond Awnings, a division of Wrap-up Corp.,
has a net operating income of $60,000 and
average operating assets of $300,000. The
required rate of return for the company is 15%.
What is the division’s residual income?
a. $240,000
b. $ 45,000
c. $ 15,000
d. $ 51,000
11-32
Quick Check ✓
Redmond Awnings, a division of Wrap-up Corp.,
has a net operating income of $60,000 and
average operating assets of $300,000. The
required rate of return for the company is 15%.
What is the division’s residual income?
a. $240,000
b. $ 45,000
c. $ 15,000 Net operating income $60,000
Required return (15% of $300,000) (45,000)
d. $ 51,000 Residual income $15,000
11-33
Quick Check ✓
If the manager of the Redmond Awnings
division is evaluated based on residual
income, will she want to make an investment
of $100,000 that would generate additional
net operating income of $18,000 per year?
a. Yes
b. No
11-34
Quick Check ✓
If the manager of the Redmond Awnings
division is evaluated based on residual
income, will she want to make an investment
of $100,000 that would generate additional
net operating income of $18,000 per year?
a. Yes
Net operating income $78,000
b. No Required return (15% of $400,000) (60,000)
Residual income $18,000
Yields an increase of $3,000 in the residual income.
11-35
Divisional Comparisons and Residual
Income
The residual
income approach
has one major
disadvantage.
It cannot be used
to compare the
performance of
divisions of
different sizes.
11-36
Zephyr, Inc. - Continued
Recall the following Assume the following
information for the Retail information for the Wholesale
Division of Zephyr, Inc. Division of Zephyr, Inc.
Retail Wholesale
Operating assets $ 100,000 $ 1,000,000
Required rate of return × 20% 20%
Minimum required return $ 20,000 $ 200,000
Retail Wholesale
Actual income $ 30,000 $ 220,000
Minimum required return (20,000) (200,000)
Residual income $ 10,000 $ 20,000
11-37
Zephyr, Inc. - Continued
The residual income numbers suggest that the Wholesale Division outperformed
the Retail Division because its residual income is $10,000 higher. However, the
Retail Division earned an ROI of 30% compared to an ROI of 22% for the
Wholesale Division. The Wholesale Division’s residual income is larger than the
Retail Division simply because it is a bigger division.
Retail Wholesale
Operating assets $ 100,000 $ 1,000,000
Required rate of return × 20% 20%
Minimum required return $ 20,000 $ 200,000
Retail Wholesale
Actual income $ 30,000 $ 220,000
Minimum required return (20,000) (200,000)
Residual income $ 10,000 $ 20,000
11-38
Learning Objective 3
Compute delivery cycle
time, throughput time,
and manufacturing cycle
efficiency (MCE).
11-39
Delivery Performance Measures
Order Production Goods
Received Started Shipped
Process Time + Inspection Time
Wait Time + Move Time + Queue Time
Throughput Time
Delivery Cycle Time
Process time is the only value-added time.
11-40
Delivery Performance Measures
Order Production Goods
Received Started Shipped
Process Time + Inspection Time
Wait Time + Move Time + Queue Time
Throughput Time
Delivery Cycle Time
Manufacturing Value-added time
Cycle =
Efficiency Manufacturing cycle time
11-41
Quick Check ✓
A TQM team at Narton Corp has recorded the
following average times for production:
Wait 3.0 days Move 0.5 days
Inspection 0.4 days Queue 9.3 days
Process 0.2 days
What is the throughput time?
a. 10.4 days.
b. 0.2 days.
c. 4.1 days.
d. 13.4 days.
11-42
Quick Check ✓
A TQM team at Narton Corp has recorded the
following average times for production:
Wait 3.0 days Move 0.5 days
Inspection 0.4 days Queue 9.3 days
Process 0.2 days
What is the throughput time?
a. 10.4 days.
b. 0.2 days.
Throughput time = Process + Inspection + Move + Queue
c. 4.1 days.= 0.2 days + 0.4 days + 0.5 days + 9.3 days
d. 13.4 days.= 10.4 days
11-43
Quick Check ✓
A TQM team at Narton Corp has recorded the
following average times for production:
Wait 3.0 days Move 0.5 days
Inspection 0.4 days Queue 9.3 days
Process 0.2 days
What is the Manufacturing Cycle Efficiency
(MCE)?
a. 50.0%.
b. 1.9%.
c. 52.0%.
d. 5.1%.
11-44
Quick Check ✓
A TQM team at Narton Corp has recorded the
following average times for production:
Wait 3.0 days Move 0.5 days
Inspection 0.4 days Queue 9.3 days
Process 0.2 days
What is the Manufacturing Cycle Efficiency
(MCE)? MCE = Value-added time ÷ Throughput time
a. 50.0%. = Process time ÷ Throughput time
b. 1.9%. = 0.2 days ÷ 10.4 days
c. 52.0%. = 1.9%
d. 5.1%.
11-45
Quick Check ✓
A TQM team at Narton Corp has recorded the
following average times for production:
Wait 3.0 days Move 0.5 days
Inspection 0.4 days Queue 9.3 days
Process 0.2 days
What is the delivery cycle time (DCT)?
a. 0.5 days.
b. 0.7 days.
c. 13.4 days.
d. 10.4 days.
11-46
Quick Check ✓
A TQM team at Narton Corp has recorded the
following average times for production:
Wait 3.0 days Move 0.5 days
Inspection 0.4 days Queue 9.3 days
Process 0.2 days
What is the delivery cycle time (DCT)?
a. 0.5 days.
b. 0.7 days. DCT = Wait time + Throughput time
c. 13.4 days. = 3.0 days + 10.4 days
d. 10.4 days. = 13.4 days
11-47
Learning Objective 4
Understand how to
construct and use a
balanced scorecard.
11-48
The Balanced Scorecard
• A balanced scorecard consists of an integrated
set of performance measures that are derived
from and support a company’s strategy.
• Importantly, the measures included in a
company’s balanced scorecard are unique to its
specific strategy.
11-49
The Balanced Scorecard
Management translates its strategy into
performance measures that employees
understand and influence.
Financial Customer
Performance
measures
Internal Learning
business and growth
processes
11-50
The Balanced Scorecard: From
Strategy to Performance Measures
Performance Measures
Financial What are our
Has our financial financial goals?
performance improved?
Customer What customers do Vision
we want to serve and
Do customers recognize that how are we going to and
we are delivering more value? win and retain them? Strategy
Internal Business Processes What internal busi-
Have we improved key business ness processes are
processes so that we can deliver critical to providing
more value to customers? value to customers?
Learning and Growth
Are we maintaining our ability
to change and improve?
11-51
The Balanced Scorecard:
Non-financial Measures
The balanced scorecard relies on non-financial measures
in addition to financial measures for two reasons:
Financial measures are lag indicators that summarize
the results of past actions. Non-financial measures are
leading indicators of future financial performance.
Top managers are ordinarily responsible for financial
performance measures – not lower level managers.
Non-financial measures are more likely to be
understood and controlled by lower level managers.
11-52
The Balanced Scorecard for Individuals
The entire organization Each individual should
should have an overall have a personal
balanced scorecard. balanced scorecard.
A personal scorecard should contain measures that can be
influenced by the individual being evaluated and that
support the measures in the overall balanced scorecard.
11-53
The Balanced Scorecard
A balanced scorecard should have measures
that are linked together on a cause-and-effect basis.
If we improve Another desired
Then
one performance performance measure
measure . . . will improve.
The balanced scorecard lays out concrete
actions to attain desired outcomes.
11-54
The Balanced Scorecard and
Compensation
Incentive compensation should be linked to
balanced scorecard performance
measures.
11-55
The Balanced Scorecard ─ Jaguar
Example
Profit
Financial
Contribution per car
Number of cars sold
Customer
Customer satisfaction
with options
Internal
Business Number of Time to
options available install option
Processes
Learning Employee skills in
and Growth installing options
11-56
The Balanced Scorecard ─ Jaguar
Example
Profit
Contribution per car
Number of cars sold
Customer satisfaction Results
with options Satisfaction
Increases
Strategies
Increase Number of Time to
Options options available install option Time
Decreases
Increase Employee skills in
Skills installing options
11-57
The Balanced Scorecard ─ Jaguar
Example
Profit
Contribution per car
Results
Cars sold
Number of cars sold Increase
Customer satisfaction
with options Satisfaction
Increases
Number of Time to
options available install option
Employee skills in
installing options
11-58
The Balanced Scorecard ─ Jaguar
Example
Profit
Results
Contribution per car Contribution
Increases
Number of cars sold
Customer satisfaction
with options Satisfaction
Increases
Number of Time to
options available install option Time
Decreases
Employee skills in
installing options
11-59
The Balanced Scorecard ─ Jaguar
Example Results
Profit Profits
Increase
If number
Contribution per car Contribution
of cars sold Increases
and contribution
Cars Sold
per car increase, Number of cars sold Increases
profit should
increase. Customer satisfaction
with options
Number of Time to
options available install option
Employee skills in
installing options
11-60
Chapter 11 Questions
Try The following Exercise
• Exercise 11-1
• Exercise 11-2
• Exercise 11-3
• Exercises 11-6
• Exercises 11-7
Submit Date: 20 December 2022
11-61
Thank You
