Balanced Scorecard in Hospitality

This study assessed the Balanced Scorecard (BSC) approach to strategy and its usefulness for three buffet-service restaurants in Taiwan. Data were gathered from fourteen members of upper management via face-to-face in-depth interviews. Content analysis showed an application of the BSC in all four category groupings identified in the BSC framework. The BSC approach provides a summary of the results from a large number of performance measures, focuses on the key performance issues, and enables buffet restaurant managers and owners to identify problems early in their operations. Every performance measure selected for the four perspectives of the BSC was a vital element in linking strategy from each business unit to actual operations in the buffet restaurants, so that shareholders and management make appropriate decisions to lead the operations toward continued success in an increasingly competitive environment.