Balanced scorecard perspectives, performance objectives, and measures Perspectives, performance objectives and potential performance m
Balanced scorecard perspectives, performance objectives, and measures
Perspectives, performance objectives and potential performance measures for the balanced scorecard at Holiday Resorts are as follows:
Perspectives
(i) Financial
(ii) Customer
(iii) Internal business
(iv) Learning and growth
Performance objectives
A. Reduce housekeeping costs
B. Improve the quality of and results from advertising campaigns
C. Decrease vacancy rate during the off-season
D. Increase number of return customers
E. Increase overall profits
F. Increase the use of Internet-based reservations
G. Retain high-quality employees
H. Increase the number of activities available to customers
I. Improve the quality of stay for holiday makers
J. Provide employee training in quality customer service
K. Reduce error rate in reservations
Potential performance measures
1. Operating margin
2. Customer complaint rate
3. Survey customers at check-in about how they first heard about the resorts
4. Housekeeping cost per room
5. Number of employee hours spent in training
6. Error rate in reservation process
7. Percentage of reservations made using the website
8. Customer surveys about satisfaction and quality
9. Employee turnover rates
10. Number of activities per resort that are available to customers
11. Percentage and number of return customers
12. Number of hours of employee training offered
13. Vacancy rates
14. Customer focus groups inquiring about quality and potential success of advertising
15. Number of suggestions that improve quality of service
Required
(a) For each perspective (i–iv), identify at least one appropriate performance objective (A–K).
(b) For each performance objective (A–K), identify at least one appropriate performance measure (1–15).
(c) Explain the links between the measures.