To improve overall performance, the management of Bella, an Italian restaurant, has begun their yearly review process. They have gathered actual data and are working their way through the balanced scorecard to evaluate the progress toward their objectives for the year. One of the big objectives was to decrease time from order placement to meal service. Their goal was 18 minutes or less, but their average for the year came out to 21 minutes. How should management handle this situation?
A) Analyze data for which servers had the longest times and reprimand them.
B) Fire the floor manager for failing to meet the objective on the balanced scorecard.
C) Leave the target at 18 minutes, and insist the manager to meet this goal without revisiting the matter further.
D) Revisit the initial goal of 18 minutes, and determine if it was reasonable now that there is more data available.

Question

Quizplus · Accepted Answer

This question requires familiarity with balanced scorecards, different perspectives, and the elements that comprise each. Choice D is correct because it represents an appropriate reaction by management for missing a goal set forth on a balanced scorecard. The remaining choices are incorrect as they represent a managerial mishandling of the missed target.

To Improve Overall Performance, the Management of Bella, an Italian