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Answers - ACCA Global
Answers Professional Level Options Module, Paper P5. Advanced Performance Management June 2013 Answers 1 Report To: CEO. From: A. Accountant Date: June 2013. Subject: Balanced scorecard and targets at Kolmog Hotels Introduction This report explains the differences between service and manufacturing industries and evaluates the current board performance information. Next, it evaluates the proposed balanced scorecard and describes the difficulties in implementing and using it. Finally, the purpose of setting challenging targets is explained and the hotel managers' standards and rewards are evaluated using the building block model. (i) Characteristics differentiating service from manufacturing businesses The service nature of the hotel business can be analysed as: simultaneous in that the service is created as it is consumed during the customer 's stay;. heterogeneous (variable) in that it is hard to standardise the service since each hotel and city stayed in is different.
The customer perspective is addressed by the customer survey scores. This addresses the objective of delighting customers. However, there is no direct attempt to measure the objective of improving brand loyalty.
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Measure, Customer satisfaction, Service Quality on Customers’, Service Quality on Customers’ Satisfaction, Introduction, Why Measure, Customer, Customer Advocacy, Balanced Scorecard, Identification of Variables Affecting Employee, Identification of Variables Affecting Employee Satisfaction, Measures of Project Management Performance, To measure, Ways to Increase Your Employee Loyalty, KPIs in Service