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There are significant differences between large and small organizations; I have read that decentralization is typically present in large organizations. I was introduced to the Balanced Scorecard,...

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There are significant differences between large and small organizations; I have read that decentralization is typically present in large organizations. I was introduced to the Balanced Scorecard, which is used to help managers make better decisions with more current data. I read an example about a Hyatt Hotel chain, in which the employees at a specific site (Maui) were authorized to make a decision regarding a hotel guest’s checkout time.

Provide an example of how a late checkout would impact the organization’s goals.

What are the relevant data that contribute to this decision?

How does the Balanced Scorecard help with the decision-making process?

What is the ROI for this decision?

In the answers use your critical thinking skills to determine if all pertinent points were covered.

Finally, explain how the use of ROI alone can lead to bad decisions.


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Answered Same DayDec 26, 2021

Solution

Robert answered on Dec 26 2021
78 Votes
Discussion: BSC – Case review:
(i) A late check out will actually will be a problem to the customer, he will needed to pay additional amount beyond the standard timings, These charges may be the prices of half day or even the full day in accordance with the prevailing regulations. When it comes to the business objectives, the hotel will be interested in revenue growth as well committed for better customer satisfaction. However when late check out is done, the hotel may be entitled for a partial payment of the full day. Further the customer will be annoyed to pay the additional payment. This in summary will impact the hotel in the form of revenue loss as well will work for the loss of customer satisfaction. In both ways it is not...
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