PROBLEM 11-21 Balanced Scorecards; Customer Metrics [LO5]
Many organizations focus their strategy on providing high-quality customer service and consequently place metrics concerning customer relationship management on their balanced scorecards. Consider Sam's Pita Pit and the Classic Steakhouse, two restaurants with different target markets and different strategies. Sam's Pita Pit is located near a college campus and serves mainly students looking for a healthy meal, quick service, and low prices. While there are several tables in the restaurant where customers can dine in, most of Sam's business is on a take-out basis. Classic Steak House, on the other hand, is an upscale restaurant targeting business lunches and special occasion dinners. Customers value good-quality food and service and spend on average $150 per table. Both restaurants are considering implementing balanced scorecards.