ABSTRACT
After studying this chapter, you should have developed an appreciation of
1. The fact that what gets measured in an organisation provides a powerful
signal that will influence where and how mangers will focus their work
effort
2. Four shortcomings of financial performance measures
3. Eleven key issues to consider in performance measurement system
design
4. Four dimensions of balance in performance measures
5. The key features of a balanced scorecard performance measurement
framework
6. The four performance dimensions that structure the balanced scorecard
7. The way a balanced scorecard is closely integrated with an organisation’s
strategy implementation
8. The steps involved in establishing a balanced scorecard performance
measurement system
9. The types of performance measures that can be used in the context of
hotel management.
