Faster Pasta is an Italian fast food restaurant that specialises in high quality, moderately priced authentic Italian pasta dishes and pizzas. The restaurant has recently decided to implement a balanced scorecard approach and has established the following relevant goals for each perspective:

The following information is also available for the year just ended and for the previous year.

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Perspective Customer perspective Internal Innovation and learning Financial Goal To increase the number of new and returning customers To reduce the % of customer complaints To reduce the time taken between taking a customer's order and delivering the meal to the customer To reduce staff turnover To increase the proportion of revenue from new dishes To increase the % of staff time spent on training To increase spend per customer To increase gross profit margin