Discuss five specific customer-satisfaction measures

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Question: Suasa Dining Services, a national fast-food chain, has experienced a number of problems in the past few years, and management is considering the adoption of a balanced scorecard as part of a turnaround effort. a.Justify the applicability of the concept of "balanced scorecard" in the food chain industry. (Hint: discuss in relation to the general perspectives included in a typical balanced scorecard). b.Independent of your answer in (a) above, and assuming that Suasa is very concerned about customer satisfaction, discuss FIVE (5) specific customer-satisfaction measures that may be appropriate for Suasa Dining Services (and for other fast-food providers).

Reference no: EM133369920

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