Consider the Triple Creek Golf Complex discussed in Problem 25.1B. The manager of the Restaurants Department complains that sales and resulting earnings for the restaurants are not higher due to the poor reputation of the Pro Shops. Because the Pro Shops' staff is apparently rude and uninviting and because the Pro Shops seem shabby and are not tidy, the overall reputation of the total complex is slipping. The manager of the Pro Shops Department counters that, to keep operating expenses under control and improve ROI, staff wages have been cut. The manager of the Restaurant Department has requested that other evaluation techniques such as residual income or a balanced scorecard approach be considered in an effort to resolve this problem.

Instructions

Consider which balanced scorecard measures might be useful to the Triple Creek Golf Complex in evaluating the Pro Shops Department. In doing so, identify:

a. The organizational goal that the measure is designed to support.

b. The employee resources and efforts that will be affected by the measurement.

c. How the employees should receive feedback and be rewarded for progress toward achieving goals.