22) Many organizations focus their strategy on providing high-quality customer service and consequently place metrics concerning customer relationship management on their balanced scorecards. Consider Sams Pita Pit and the Classic Steakhouse, two restaurants with different target markets and different strategies. Sams Pita Pit is located near a college campus and serves mainly students looking for a healthy meal, quick service, and low prices. While there are several tables in the restaurant where customers can dine in, most of Sams business is on a take-out basis. Classic Steak House, on the other hand, is an upscale restaurant targeting business lunches and special occasion dinners. Customers value good-quality food and service and spend on average

$150 per table. Both companies value retention as it is a catalyst of sustainable growth. Both restaurants are considering implementing balanced scorecards.

Required:

What kind of measures might Sams Pita Pit and the Classic Steakhouse include in the Internal Business Processes category of their new balanced scorecards? Create a table with one column for each set of measures. Which measures would be similar and which would be different across scorecards and why? 10 marks