Design a Balanced Scorecard
New Town Roasters (NTR) owns and operates a chain of 12 coffee shops around town. NTR's strategy is to provide the highest-quality coffee and baked goods in a warm, friendly environment. Each NTR provides its customers Internet access and current newspapers. Some shops are open 24 hours a day, especially those located around college campuses. Each shop manager is responsible for deciding the hours that the store is open, the selection of baked goods to stock, and the number of Internet terminals to provide in the store.
Required:
Design a balanced scorecard to evaluate and reward the manager of each shop.

Question

Quizplus · Accepted Answer

The Answer is The balanced scorecard should have four perspectives:
• Financial perspective (Return on assets to capture the manager's investment in Internet equipment)
• Customer perspective (customer satisfaction as measured by survey cards asking feedback on the store's appearance, availability of internet access, friendliness of service providers, and so forth).
• Internal business perspective (time customers wait for service)
• Learning and growth perspective (employee turnover)