Walt Disney reports the following information for its two Parks and Resorts divisions.

Assume Walt Disney uses a balanced scorecard and sets a target of 85% occupancy in its resorts. Using Exhibit 22.18 as a guide, show how the company’s performance on hotel occupancy would appear on a balanced scorecard report.

Data From Exhibit 22.18

the number of customer complaints is declining. A manager would combine this information with
similar information from the other three performance indicators (internal processes, innovation
and learning, and financial perspectives) to get an overall view of division performance.

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Hotel occupancy rates. Current Year 87% U.S. International Prior Year 78% Prior Year Current Year 83% 79%