AIP 5.6 Designing a Balanced Scorecard LO 6

Old Town Roasters (OTR) owns and operates a chain of 12 coffee shops around town. OTR's strategy is to provide the highest quality coffee and baked goods in a warm, friendly environment. Wi-Fi is available along with current newspapers. Some shops are open 24 hours a day, especially those located around the university campus. Each shop manager sets the hours that the store is open, picks the selection of baked goods to stock, and determines how much broadband to purchase for the Wi-Fi connection to

provide in the shop.

Question

a. Design a balanced scorecard that can be used to evaluate and reward the manager of each shop.