Wondergardens Ltd. operates amusement parks similar to those such as Six Flags, Universal Studios, Disneyland etc. Wondergardens' mission is to provide high quality family entertainment that exceed guests' expectations and will create lifelong memories. To achieve this goal, Wondergardens strives to provide safe, clean, friendly family environments at reasonable prices. In addition to the amusement parks, the company operates a community outreach program. Through volunteerism, it offers educational and recreational programs (e.g. after school programs for children and teenagers, employment related training for adults) and special events at its facilities.
Wondergardens' president, Roland Coaster, has asked you to lead a team of employees in developing a balanced scorecard for its parks.
Required:
For each balanced scorecard perspective identify two measures of performance that relate to Wondergardens' key success factors.

Question

Quizplus · Accepted Answer

The Answer is This is intended to be an open ended question and individual responses should be evaluated on their own merit. A good answer will identify relevant quantifiable performance measures and clearly link these to the mission. Some possible answers include:
Financial Perspective: Any traditional financial measures (such as stock price, profit margins, etc.) may be used since this is a corporation that needs to provide returns to its shareholders. Because the company has established "reasonable prices"
as part of its mission, it may measure its admission fees relative to its competitors.
Customer Perspective: Customer satisfaction would be of paramount importance. The company should survey its guests to include measures of satisfaction. Specifically it should question the customers about the cleanliness of its grounds, and its ranking of expectations (i.e. did your recent visit Meet, Exceed, Fall Below expectations?). Surveys would be tabulated and scored and a target set. (i.e. 75% "exceed"
rating). The company could also measure number of repeat customers which would suggest that customers enjoyed their experiences.
Internal Business Processes Perspective: Recommended measures might include number of new attractions, average wait time for attractions. New attractions would not only draw in customers but contribute to exceeding expectations and creating memories. Shorter wait times also directly link to customer satisfaction.
Learning & Growth: Since the company is involved in outreach activities, it may wish to measure the percentage of employees who volunteer in these programs. Percentage or number of employees trained is another measure that can be considered.