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1-I need a bit help in a general approach of part a of this question.
For me the approach is ”problem are identified and then solution are given which are classified in four different perspective” This is the correct way? If not please explain the correct one2-In this question I am confused with the “Customer perspective” and “Internal business perspective”. the point mentioned such as ‘Seat occupancy’ can came under the customer heading instead of customer. How would I recognise that this is appropriate is which perspective?
The question requirement is to:
Advise the CEO on how the use of the balanced scorecard could improve the performance management system of Soup.
So, I think you have to say why the current system is inadequate (otherwise no improvement is possible). The problem is that only roce and passenger vgrowth are is used.
You can then explain why the BC is useful, going through each perspective and, where possible linking to the scenario. Eg poor internet access irritates customers and is also evidence of poor innovation and learning.
I thins that sometimes a single problem can appear in more than one perspective as with the internet. So can seat occupancy. 100% occupancy is great for internal business perspective but might be poor from a customer perspective. There can be conflicts that kust be managed.
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