In this case study, paul melter, worldwide director, compass, explains how the balanced scorecard was used to turn ambitious strategic aspirations into operational reality. Balanced scorecard in higher education applied case study on. Qualitative data from a case study were categorised using the coding tool nvivo 8. A study from the tourist state of uttarakhand, india. Determination of goals under four perspectives of balanced. A longitudinal case study approach is used over a three year period, which seeks to. See more ideas about strategy map, kpi dashboard and this or that questions.
This study explains how senior managements use of the balanced scorecard combined with a commitment to serve customers may decrease line managers and employees ability to cope with their workload. The application of balanced scorecard in hospitality industry. The company started to implement its balanced scorecard system both at the corporate and property levels in january 1997. The case study of a cooperative credit bank in piedmont, concluded that a control system is needed based on comprehensive framework that translates companys strategy into a. The name balanced scorecard comes from the idea of looking at strategic measures in addition to traditional financial measures to get a more balanced view of performance. Implementation of the balanced scorecard in the hotel sector. Over the past decade, the literature has seen a proliferation in articles relating to the balanced scorecard, which has been motivated by. If so, then you need to know about the bsc toolkit for hotels. Journal of asiapacific business volume 7, 2006 issue 2. A study to analyze financial performance and management of hsbc. Usp the concept of fit outlined in the theoretical model by ansari et. Read articles about balanced scorecard hbs working knowledge. This is what makes the balanced scorecard so different. Definition and concept an approach to the provision of information to the management to assist with.
Corporate social responsibility and sustainability. Guest experience hacks need to get inside your business systems. This paper explores one aspect of the benchmarking program that has been developed by the brazilian electrical energy distribution companies association abradee and the committee of business management foundation funcoge at the institute of. A case study of the balanced scorecard in public hospitals. Balanced scorecard basics balanced scorecard institute. To study this issue we have to evaluate all the targets included in. Balanced scorecard in higher education applied case study. If the balanced scorecard becomes a part of company everyday routine it means that bsc really works. Some may have implemented the bsc beyond specific division in. The balance scorecard may also be able to identify closely with managers and solve a variety of problems. Throughout its 96year journey, hilton hotel has gone through several acquisitions and mergers and has emerged to successfully operate in 92 countries.
Aug 31, 20 an overview about balanced scorecard and an analysis about disneys strategy maps. The application of balanced scorecard in hospitality. Linking the balanced scorecard case study solution, background of the company mobil corporation is basically one of the largest three companies in the gas, oil and petrochemical industry, with its headquarte. Abstract the balanced scorecard bsc has taken a prominent role as a reference methodology to develop research and as an internationally adopted corporate practice. Pdf applicability of balance scorecard in hotels researchgate. Pdf balanced scorecard usage and performance of hotels. Studies presented by huckstein and duboff in 1999 and by denton and white in 2000 summarized some results of the balanced scorecard implementation in hilton hotels and marriott franchisee white lodging services. Use balanced scorecard bsc perspectives in the service. More recently it has been proposed as the basis for a strategic management system. The hidden problems rozhan othman international islamic university malaysia nor liza abdullah zizah che senik ahmad khairy ahmad domil noradiva hamzah universiti kebangsaan malaysia abstract the balanced scorecard bsc has attracted considerable interest among organizations. A guide to best practice in performance reporting to nhs boards. By carefully phasing in the balanced scorecard, it aligned its many hotels behind a compelling vision and strategydelighting customers, employees, and shareholders alike. Tescos adoption of the balanced scorecard method led to the development of the famous tesco steering wheel, which was originally divided into four quadrants, namely customers, people, operations and. Balanced scorecard in higher education applied case study on arab academy for science, technology and maritime transfer dr.
A case study was chosen because it offered the opportunity to do an indepth analysis of sarova hotels limited as regards the use of the balance scorecard. A case study of private hospitals in the klang valley area, malaysia. To assess the performance of hotels, this study employs the balanced scorecard. The balanced scorecard approach will only have results when other mechanisms such as a well functioning board and it steering committee are in place. White lodging services corporations is a corporate entity that manages marriotts limited service franchises comprising courtyard, fairfield inn and residence inn. Client case studies from our strategic balanced scorecard work with strategy being such an element of our work, many clients do not want their case studies made public and we respect that. In this case, we had an example of a generic strategy map for a hotel. Hilton worldwide 3 executive summary in 1919 conrad hilton established hilton worldwide, which is a global leader in the business of hotels and resorts. Nov 17, 2014 however, as is shown in this case study, the balanced scorecard is only a technique that can only be successful if the business and it work together and act upon the measurements of the scorecards. The balanced scorecard as a performance management tool for. With balanced scorecard, a strategy is formalized based on current problems and operations. National marrow donor program case study 2009 balanced scorecard institute page 3 of 9 ii. Veolia water uses balanced scorecard to drive north.
Tesco adopted the balanced scorecard method in the mid 1990s to drive its strategy and operations. In the study alternatives are discussed as the balanced scorecard model suggested by observations and practice, and implications are provided in regard to changing and improving the architecture of the balanced scorecard bsc as a tool for management and. Usp the concept of fit outlined in the theoretical model by ansari et al. Balanced scorecard chartered institute of management. Free download of hotel balanced scorecard example pdf document available in pdf format. Bias within systematic and nonsystematic literature. A case study of balanced scorecard implementation in a. Corporate social responsibility and sustainability balanced scorecard. Pdf employing the balanced scorecard bsc to measure. Managing organizational success and implementing effective performance management strategies represents continuous challenges for managers, researchers and consultants.
The balanced scorecardmeasures that drive performance. However, we are taking a new azimuth and have every expectation to turn the balanced scorecard from a. This case study provides a practical, data based adaptation of kaplan and nortons 1996 seminal balanced scorecard research that demonstrates how tcb linked its strategic procurement objectives in a manner that engaged and motivated its key mro suppliers to perform at. The case study of familyowned hotels jinsu kang a, chunfang chiangb. A case study of balanced scorecard implementation in a malaysian company. Rn div 1 masters thesis a thesis submitted in fulfilment of the requirements for the degree of master of business by research school of accounting and finance faculty of business and law victoria university march 2004. If you continue browsing the site, you agree to the use of cookies on this website. It ensures that senior management takes a balanced view about the organisations performance. Since its introduction in the early 1990s the balanced scorecard has captured the attention and interest of many corporations that started to rethink their performance management and measurement systems, in. A hotel case study analysis over the past decade, the literature has seen a proliferation in articles relating to the balanced.
Identification and ranking of specific balanced scorecard performance measures for hospitals. The balanced scorecard is used by both small and large organizations. These survey results show that companies using the balanced scorecard are consistently benefitting from it. To answer that question it was necessary to do a case study, based on the balance scorecard of an algarves company. Request pdf the balanced scorecard and strategic control. The author of this theory suggests that firm must be valuable, rare, imperfectly imitable and perfectly non sustainable. Use these free templates or examples to create the perfect professional document or project. That said, the essay will focus on the use of bsc in the hospitality industry, and our case study is the hilton hotels worldwide. The balanced scorecard requires specific measures of what customers getin terms of time, quality, performance and service, and cost. Performance evaluation using balanced scorecard bsc and. In the case of mobil oil, the truck driver pulls a balanced scorecard off the visor in his cab, outlining the five things he must do as a truck driver.
The essay will show how bsc has been used in hilton hotel to measure the company performance. Academic research has tended to have a strong predilection for studies assessing the balanced scorecard as a control tool utilising metrics to report various achievements of targets. The balanced scorecard is a widely adopted performance management framework first described in the early 1990s. Identification and ranking of specific balanced scorecard. Performance evaluation using balanced scorecard bsc and fuzzy topsis technique case study. In fact, this is the best thing balanced scorecard can do with the company. Phillips 2007 conducted a case study aiming to deepen understanding about. How to apply the balanced scorecard approach to hotel management.
Hilton balanced scorecard value drivers kpis financial outcomes. Balanced scorecard usage and performance of hotels. An example of a strategy scorecard that can be used by top managers of a hotel. This study aims to determine the main goals under four balanced scorecard bsc. The essay will also discuss how the management compensation plan has been linked with the bsc. These are just a few case studies from a much wider collection of client projects. Secondary data in this study is the form of data about the subscriber or. This page provides a database of working balanced scorecard examples. Nopadol rompho department of operations management, faculty of commerce and accountancy. Increasingly, as balanced scorecard bsc concepts become more refined, we have had more inquiries asking for examples of organizations that have implemented the bsc, how the bsc applies to a particular business sector, what metrics are appropriate for different sectors, etc. Aug 22, 2007 the findings of the case study reveal that overreliance on the successful achievement of balanced scorecard metrics without a focus on strategic control could lead to an organisation having to pursue an exit strategy for a profitable product. A case study approach using the bsc was taken by phillips and. A hotel case study analysis over the past decade, the literature has seen a proliferation in. Any business can benefit from using a balanced scorecard with welldesigned key performance indicators or, kpis.
Hilton hotels balanced scorecard running head hilton. Institutions for higher education comprising universities and colleges in malaysia have not been employing the balanced scorecard approach as a crucial tool for performance measurement. At the direction of auguste, the executive leaders of veolia water north america approached the balanced scorecard institute to define a strategic planning and management system based on the balanced scorecard. This longer webinar walks you through the mechanics of building a scorecard, surfacing the measures, linking the strategy to what people do, and. Jan 29, 2014 this longer webinar walks you through the mechanics of building a scorecard, surfacing the measures, linking the strategy to what people do, and establishing the right management practices. This paper is aims to apply the balanced scorecard approach in educational institutions by replicate the strategic plan of the private university case study arab academy for science. Balanced scorecard, example and case study strategic. A case study of cooperative bank of kenya by nyangayo sarah adhiambo a research project report submitted in partial fulfillment of the requirement for the award of masters of business administration, school of business, university of nairobi 2014.
Would you like to monitor and improve your businesss performance with special metrics. Balanced scorecard, example and case study free download as powerpoint presentation. Unum corporation summary disability and special risk insurer unum corporation has used a balanced scorecard to drive the company towards its strategic vision. This bsc hall of fame profile provides tips on how to do it right, including a profile narrative, key results, and strategyfocused organization spotlight best practices. The biggest barrier to the balanced scorecard has been our past history with the balanced scorecard and those who are skeptical have had every right to be. As the results demonstrate, its balanced scorecard implementation was a great success and has been featured in case studies and shared at conferences throughout north america and beyond, and has earned the organization a spot in the balanced scorecard. Corporate social responsibility and sustainability balanced. We already discussed a formal approach to this challenge in the article balanced scorecard example for hotel top management, so what i want to do now is to give some quick hacks and to show how to focus the hotel scorecard on the value for the guests. But in the case of hsbc, it centralizes the use of balanced scorecard in a single department. Empirical literature on the balanced scorecard rainer lueg, pernille julner abstract proponents of the balanced scorecard bsc emphasize that the bsc translates strategy into action. An exploratory case study approach using the balanced scorecard as the theoretical framework was taken to explore and elicit critical success. The development of the balanced scorecard as a strategic. Department of defence management phd thesis academic year 20052006 p m woodley culture management through the balanced scorecard. The balanced scorecard approach background the strategic planning system that had been used at nmdp up to 2007 was a fairly welldeveloped planning process that tracked initiative performance under seven primary areas of strategic focus.
This case study provides a practical, data based adaptation of kaplan and nortons 1996 seminal balanced scorecard research that demonstrates how tcb linked its strategic procurement objectives in a manner that engaged and motivated its key mro suppliers to perform at levels never before experienced at the plant. The data used in this study include primary data and secondary data. The sustainability balanced scorecard sbsc concept is used to assess the perceived importance of relationships between csr and business performances to support the goals of the case hotels. The application of balanced scorecard in hospitality industry grin. Abstract this research aims to find empirical support for the benefits of corporate social responsibility csr to familyowned hotels by identifying paths through which csr influences business. Cima technical guide raising the standard of performance reporting in the nhs. The latest business management research and ideas from hbs faculty. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. The concept of balanced scorecard has evolved beyond the simple use of perspectives and it is now a holistic system for managing strategy. According to these studies, balance scorecard helped management to focus. Hotel kpis and balanced scorecard example bsc designer. The aim is to investigate whether the bsc helps to improve the strategic alignment process in an organization. Balanced scorecard ikea case study solution and analysis of. This scorecard helps to explain to all stakeholders what is your strategy, how this strategy can be executed, and how the performance results can be measured.
Vrio analysis for balanced scorecard ikea case study identified the four main attributes which helps the organization to gain a competitive advantages. This study explores the uses of the balanced scorecard bsc as a strategic alignment tool in a large malaysian organization. Adapting the balanced scorecard to improve mro supplier. In the case of nancial measures, room occupancy, return on investment. This study aimed to develop a set of key performance indicators embodied in the balanced scorecard bsc in order to measure the performance of companies in the food industry. To study this issue we have to evaluate all the targets included in the balanced scorecard of the company, because we think that it was possible to determine if the contribution of those definitions are a significant issue to create high level of. A case study of the balanced scorecard in public hospitals gillian vesty bbusacc. Through this analysis, it is possible to confirm the premises presented by several. These 18 scorecards includes in total 298 key performance indicators, e. A case study of cooperative bank of kenya by nyangayo sarah adhiambo a research project report submitted in partial fulfillment of the requirement for the award of masters of business administration, school of.
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