Question 1:

Benoit is opening a bed and breakfast inn in a popular beach resort town. He hopes to appeal to professional couples and retirees who want a high-end beach vacation experience but with a more home style experience basically the experience of living in a luxurious beach house but with all the amenities of a high end hotel. Benoits B&B is directly on the beach and a few of the rooms have ocean views and in the evenings, from the front porch and from the beautifully landscaped back patio and pool area, the relaxing sound of the crashing of the waves can be heard. Benoits B&B has 15 bedrooms with private baths, a large dining area, and several stylish and comfortable lounging and reading areas on the main floor. He has two additional rooms on the main floor and one in the basement that are currently used for storage but could be developed into other amenities if the need arises. In addition to himself as owner, his staff (departments) will consist of a small kitchen staff, a cleaning crew, maintenance and lawn crew, and two managers. In order to attract the right type of clients and compete with the high-end boutique hotels, Benoit knows that he must make the experience at Benoits B&B an exceptional one. He has decided to implement a balanced score card to help each of the departments understand and implement his strategic plan.

Required:

Help Benoit design a balanced scorecard by identifying three specific measures for each of the four balanced scorecard perspectives that will help Benoits B&B achieve its strategy.

Learning and Growth perspective:

Internal Business Processes perspective:

Customer perspective:

Financial perspective: