d. Dining area cleanliness as rated by a representative from Western Resorts management o put nearby towns. Lost Peak was recently acquired by Western Resorts, a major ski resort operator The new owners have plans to upgrade the resort into a destination resort for vacationers. As part of this plan, the new owners would like to make major improvements in the Powder 8 Lodge, the time and MCE. PROBLEM 13-25 Building a Balanced Scorecard (L05] resort's on-the-hill cafeteria. The menu at the lodge is very limitedhamburgers, hot dogs, chili tuna fish sandwiches, pizzas, french fries, and packaged snacks. With little competition, the pre- vious owners of the resort had felt no urgency to upgrade the food service at the lodge. If skiers want lunch on the mountain, the only alternatives are the Powder 8 Lodge or a brown bag lunch brought from home. As part of the deal when acquiring Lost Peak, Western Resorts agreed to retain all of the current employees of the resort. The manager of the lodge, while hardworking and enthusiastic, has very little experience in the restaurant business. The manager is responsible for selecting the menu, finding and training employees, and overseeing daily operations. The kitchen staff pre- pare food and wash dishes. The dining room staff take orders, serve as cashiers, and clean the dining room area. Shortly after taking over Lost Peak, management of Western Resorts held a day-long meet- ing with all of the employees of the Powder 8 Lodge to discuss the future of the ski resort and the new management's plans for the lodge. At the end of this meeting, management and lodge employees created a balanced scorecard for the lodge that would help guide operations for the coming ski season. Almost everyone who participated in the meeting seemed to be enthusiastic about the scorecard and management's plans for the lodge. The following performance measures were included on the balanced scorecard for the Powder 8 Lodge: a. Weekly Powder 8 Lodge sales b. Weekly Powder 8 Lodge profit Number of menu items 701 e Performance Measurement in Decentralized Organizations Customer satisfaction with menu choices as measured by customer surveys Customer satisfaction with service as measured by customer surveys Average time to take an order Average time to prepare an order Percentage of kitchen staff completing basic cooking course at the local community college Percentage of dining room staff completing basic hospitality course at the local community Western Resorts will pay for the costs of staff attending courses at the local community college, 1. Using the above performance measures, construct a balanced scorecard for the Powder 8 Lodge. Use Exhibit 13-9 as a guide. Use arrows to show causal links and indicate with a + whether the performance measure should increase or decrease. 2. What hypotheses are built into the balanced scorecard for the Powder 8 Lodge? Which of these hypotheses do you believe are most questionable? Why? 3. How will management know if one of the hypotheses underlying the balanced Scorecard is Required: or false