mini sim: ch19
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Review the standards of performance and compare to current performance
As manager of Creekview Lodge, what is your next step in addressing the problem?
Suggest that she choose a few of the best performing hotels in the area and determine what criteria she will be collecting data for. Katherine can review industry reports and online travel sites to gather data.
What do you tell her?
Customer perspective
What perspective of the balanced scorecard is affected in this situation?
Agree with Katherine, and require mandatory training sessions with the housekeeping staff.
What should you do?
