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Explain internal perspective as one of dimensions of the balanced scorecard in hotel context.

Explain internal perspective as one of dimensions of the balanced scorecard in hotel context.

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Answer #1

Out of the four perspectives of a Balances Scorecard the internal perspective focusses on measuring the critical internal processes, innovations happening within the organisation and learning and growth within the organisation.

One of the major thing that we keep in mind while evaluating the internal perspective is the focus on selecting one of the internal business process and excelling in that particular process so as to satisfy our stakeholders and customers.

In case of hotel industry some of the most widely used internal perspectives are response to customer complaints, satisfactory resolution mechanism for the customer complaint and making the process service error proof.

These objectives are more focussed on non-financial but long term growth for an organisation.

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