A Balanced Scorecard Model to Align Performance Evaluation of Egyptian Hospitality Organizations

Abstract

Measuring performance has increasingly become a focus in hospitality industry. One of the most important approaches to measure performance is the balanced scorecard, which summarizes a critical set of indicators that measures and evaluate the performance of the organization. The researchers used the Balanced Scorecard (BSC) as a tool for developing a proposed model to evaluate the performance in hospitality industry. The proposed model addresses performance evaluation at five levels: financial, customer, outcomes, internal processes, and learning and growth. This paper formulates a new multidimensional model inspired from BSC to be used as a performance measure tool in the hospitality organizations with special emphasize on Egyptian hotels. The model will handle the four perspectives of the balance scorecard by identifying the inputs, process, outputs and measures suitable for each perspective. The research tries to identify the key concern of the hotels which is the quality of service through improving the performance.