Extracts from TripEvent, an influential online customer forum: 1 love Hammocks Co; the service and attention...

 

Transcribed Image Text:

Extracts from TripEvent, an influential online customer forum: 1 love Hammocks Co; the service and attention to detail is exemplary and the resorts are always pristine. However, their competitor "Loungers" has full body driers, ionised water t aps and a range of professional haircare equipment in all their rooms: "Our third time back to Hammocks Co this year and we continue to be amazed by the wo nderful level of service. One thing though is the menus don't seem to have changed muc h from one visit to the next. We booked Hammocks Co on the spur of the moment but then found that we couldn't ge taflght. We called Hammocks Co administration centre to change our booking to anoth er resort where we could get a f ight to and were told that it would not be a problem. How ever, it took two more calls and three emails to get conf imation and then our credit card was charged twice in error. Of course, it was eventually all resolved, the incorrect charge r efunded, a complimentary limousine provided to and from the airport and we received th e most amazing customer service at the resort, but it was frustrating at the time: When I made my booking I was assured that my bed would be made with the special ant iallergenic bedding which I need for a good night's sleep and that my favourite blend of t ea would be available. When I arrived, neither of these requirements were met To be fair to Hammocks Co though, everything was in order two hours later when I went to bed: Required L Explain TWO advantages of Hammocks Co using the balanced scorecard appr oach to performance management. (3 marks) . Suggest and justify ONE goal and TWO performance measures for each of the TWO perspectives of the balanced scorecard which are not currently addresse d by Hammock Co's objectives. (7 marks) Extracts from TripEvent, an influential online customer forum: 1 love Hammocks Co; the service and attention to detail is exemplary and the resorts are always pristine. However, their competitor "Loungers" has full body driers, ionised water t aps and a range of professional haircare equipment in all their rooms: "Our third time back to Hammocks Co this year and we continue to be amazed by the wo nderful level of service. One thing though is the menus don't seem to have changed muc h from one visit to the next. We booked Hammocks Co on the spur of the moment but then found that we couldn't ge taflght. We called Hammocks Co administration centre to change our booking to anoth er resort where we could get a f ight to and were told that it would not be a problem. How ever, it took two more calls and three emails to get conf imation and then our credit card was charged twice in error. Of course, it was eventually all resolved, the incorrect charge r efunded, a complimentary limousine provided to and from the airport and we received th e most amazing customer service at the resort, but it was frustrating at the time: When I made my booking I was assured that my bed would be made with the special ant iallergenic bedding which I need for a good night's sleep and that my favourite blend of t ea would be available. When I arrived, neither of these requirements were met To be fair to Hammocks Co though, everything was in order two hours later when I went to bed: Required L Explain TWO advantages of Hammocks Co using the balanced scorecard appr oach to performance management. (3 marks) . Suggest and justify ONE goal and TWO performance measures for each of the TWO perspectives of the balanced scorecard which are not currently addresse d by Hammock Co's objectives. (7 marks)

Answer rating: 100% (QA)

Solution i Two Advantages of Hammocks Co using Balance Scorecard Approach to Performance Management ... View the full answer