Chapter 28, Problem 4CMA

A sign of the successful implementation of a balanced scorecard is the presence of cause-and-effect relationships. An example of this success for a hotel is meeting the target of:

1. a. decreasing a customer’s check-in time, which causes an increase in the number of implemented employee suggestions.
2. b. increasing employee training hours, which causes employee compensation to increase.
3. c. increasing profit, which causes an increase in employee job satisfaction ratings.
4. d. receiving more 5-star ratings from customers, which causes an increase in profit.