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The Balanced Scorecard was developed by Professor _____ from___Business School and Consultant ______.

Discussion Board – Week 9 – FA 2020
This Week the total # of points available is 11 with 2 for extra credit.
Please review again the Harvard Business Review (HBR) video on balanced scorecards and
answer questions 1 – 3 below…each worth 1 point. 2 minutes, 40 seconds
https://www.youtube.com/watch?v=biyGxEix5Zs

  1. The Balanced Scorecard was developed by Professor _____ from
    _ Business School and Consultant ______.
  2. The four perspectives used to assess the health of an organization are:
    · _ Perspective (doing well by the shareholders)
    · _
    Perspective (do our buyers like our products and services?)
    · _ Perspective (can you efficiently deliver what the customers want?)
    · ______________
    Perspective (can you continue to improve and
    create value?)
  3. For each perspective, you must have both ___ and ____.
  4. If the Balanced Scorecard below was created for your Hotel organization, please name
    one action (any kind) and one TECHNOLOGY BASED action that the hotel might take to
    have a positive impact each of the 8 goals? Please see page 2 of this document and
    complete the table below.
    Perspective Strategies One Action of
    any type
    Technology
    Based Action
    Financial
    Perspective
    Increase Revenue
    Financial
    Perspective
    Reduce Costs
    Customer
    Perspective
    Increase
    Recommendations
    Customer
    Perspective
    Extend Overnight
    Stays
    Process
    Perspective
    Speed up the
    check-in process
    Process
    Perspective
    Make room service
    more efficient
    Development
    Perspective
    More employee
    performance
    Development
    Perspective
    More training
    opportunities
    Extra Credit: 2 additional points
    Review this article: https://www.revfine.com/artificial-intelligence-hospitality-industry/
    The article identifies 3 examples of How to Use Artificial Intelligence Within the
    Hospitality Industry. Please pick 2 of the 3 and explain 1) why you think it is important
    and 2) how effective you think it will be and why.
  5. In-Person Customer Service
  6. Chatbots and Messaging
  7. Data Analysis

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