Reference no: EM132955669

The Balanced Scorecard (BSC) is a set of measures that gives top management a fast but comprehensive view of the business. It pulls together all important elements of a company's competitive agenda, and through this, the top management can better understand the internal trade-offs whether the value addition in one area is achieved at the cost of another.

Burger Queen Berhad, a national fast-food chain, has experienced a number of problems in the past few years, and the management is considering the adoption of a BSC as part of a turnaround effort for the company in the year of 2018.

Required:

Problem a. Critically evaluate the four perspectives of the BSC. Explain the linkages among these perspectives.

Problem b. Assumed that Burger Queen is very concerned about customer satisfaction. List FOUR (4) different (and specific) customer-satisfaction measures that may be appropriate for the company (and for other fast-food providers).

Problem c. Briefly explain TWO (2) common pitfalls in implementing the Balanced Scorecard and suggest ways to avoid the pitfalls.