As you know, Hercules is a family-owned gym that is somewhat of a neighborhood tradition. It has a core of loyal followers even though it does not offer the latest physical training equipment or a bewildering array of classes. Tom and Lynda, the owners, pride themselves for providing a personal touch and offer many small conveniences that might be hard to obtain in a larger gym. An illustrative example is a particularly finicky guest, who is pathologically afraid of using a towel used by someone else. While such a guest has no choice but to bring his own towels at a large gym, Tom and Lynda stock a few towels to be used by this guest only. Tom and Lynda take care of most of the daily operations, along with a small permanent staff, and a rotating staff (mostly college-age students recruited from the local community college).

Required:
a. Identify at least three critical success factors for Hercules.
b. Construct a balanced scorecard for Hercules. Your scorecard must contain at least two measures for each of the four “traditional” perspectives (financial, customer, internal processes, learning and growth).