The management team for an Italian restaurant has started its annual review of the overall performance of the organization. In an effort to include both financial and nonfinancial measures, they will complete a balanced scorecard (BSC). If they are focusing on the internal business process perspective, then which of the following would be an appropriate initiative and measure to decrease time from order placement to meal service?
A) Initiative: Conduct efficiency study, and Measure: Percent of meals sent back per week
B) Initiative: Conduct efficiency study, and Measure: Time from order placement to meal service
C) Initiative: Hire new wait staff, and Measure: Percent of meals sent back per week
D) Initiative: Hire new wait staff, and Measure: Time from order placement to meal service

Question

Quizplus · Accepted Answer

This question requires familiarity with balanced scorecards and appropriate initiatives to take and measures to use to achieve objectives as seen from given perspectives. Choice B correctly identifies both an initiative and a measure that are appropriate for decreasing time from order placement to meal service for this Italian restaurant. The remaining three choices contain a combination of initiatives and measures that are inappropriate for decreasing time from order placement to meal service for this Italian restaurant.

The Management Team for an Italian Restaurant Has Started Its