Ben Gardens. Tom Khoza and Lionel Malatse had been friends since high school. After high school. they decided to go to the same university to maintain their friendship. They did well at university. Ben Gardens graduated with an Electronic Engineering degree. Tom Khoza with Software Engineering and Lionel Malaise with a business degree. Because of their excellent'rnarks in high school. they managed to get scholarships from companies to fund their university education. These companies then provided them with job opportunities after graduation. At rst. the working environment was very exciting for the friends. it presented them with many opportunities to match what they learnt at university with practical _ experience to solve real-worid problems. Although they remained friends three years alter graduation. they were not meeting as frequent as they did in the past. Work pressures and other personal engagements were sometimes getting in the way. On one occasion. Tom invited the two friends to celebrate his twenty fth birthday. The birthday party gave them the opportunity to catch up and to discuss how each one was doing in their workplaces. Tom and Ben seemed to be enjoying their jobs. and they admitted to getting assignments that challenge their engineering capabilities. Both of them were working for research and development organisations. Lionel on the other hand seemed not enthusiastic about his job and workplace. Although the salary and benets were good, but he always felt that the job was not in line with his higher values. Lionel admitted to his friends that he had been contemplating on starting his own business. He had always been passionate about education and the fact that most kids in the townships and mral areas do not have access to computers. He wished there could be cost-effective computers ideally suited for such kids. However. since he was not a technical person, he could not come up with the solution. At the party. Lionel asked his friends if such a computer can be built, and to his surprise his friends indicated that it is a possibility. ' 1' A week later, Lionel decided to resign from his company to pursue his passion. It came as a shock to his friends especially when he requested their assistance, His friends were not even considering quitting their jobs. A few weeks later the Gauteng Department of Basic Education placed an advert on the local newspaper seeking proposals for the design and development of low-cost computers for township areas. This was a confirmation to Lionel that there was a demand for such a product. Having spoken to his friends about the opportunity, they also decided to come on board full time to the initiative. They also resigned from their companies to join Lionel. They set up a company and called it BTL Computers, based on their initials. During the first month of operation, it was just the three of them, working on the proposal for the Gauteng Department of Basic Education. Since Ben and Tom were highly technical, they managed to come up with a cost-effective design. After submitting their proposal, they were shortlisted and requested to demonstrate a fully built product. On the day of demonstration, the Department was very impressed with their product, and they were chosen as the supplier. One of the conditions of the tender was for them to deliver two hundred units within six months. The timelines were very tight for them and therefore as company directors decided to hire more people to assist on technical and administrative matters. The people they hired were able to assist them to meet the demands of the Department. Within six months they exceeded the expectations and were able to deliver two hundred and twenty computers. These computers were demonstrated at several township schools within Gauteng, and there was much publicity about BTL Computers. The more people heard about the company, the more the demand grew for their product even outside Gauteng. Organisations for Non-Profit were highly attracted to their product and made several' " The three directors realised they could not keep up with the demand. They hired more people and more managers to lead the teams. but at times there was no major progress on the ground. Some of the customers were becoming dissatised with the service and were threatening to pull out from the contracts. Leadership and managerial skills were lacking from the three directors as they struggled to steer the 3 company to the right direction. Their technical skills alone could not remedy I situations and at times the moral of staff members was declining as they were overworked. Since many employees were not happy, they left the organisation. BTL Computers was then in a constant search for employees, but at the same time could not retain them for long. Losing one of their key customers from the banking industry was a major turning point for the directors. They called an urgent meeting with management. The .managers expressed unhappiness with the company and its directors. The meeting became very heated. and the directors were becoming defensive and not acknowledging their mistakes. Some of the questions that were asked by the managers were? > What is the vision of the company? > Where do we see the company in 5 years' time? > . What plans does the organisation have to address process bottlenecks? > What is the company strategy? > What is the plan for Corporate Social Responsibility in the organisation? The directors could not give straight answers to these questions. At times, they responded by saying that they hired them as managers to handle such matters. This angered most of the managers and some even left before the meeting was concluded. Since they could not resolve the challenges during the meeting, one of the managers recommended that the company should hire a consultant that would help them to facilitate a turn-around strategy. The directors and managers were in full agreement of the suggestion and began the process of hiring a consultant. As a Cranefield graduate, BTL has hired you as a consultant to assist them. Please answer the questions below in relation to the case study. QUESTIONS: 2.1 How can the balanced scorecard be designed for the success of the organisation? Please elaborate on what needs to be in each perspective (15) 2.2 Comment on centralisation versus decentralisation of authority and what will be appropriate if they want to position the company as highly innovative. (10)2.3 What is the importance of Corporate Social Responsibility? How can this organisation play a role in Corporate Social responsibility? (15) 2.4 How can this organisation act ethically towards its customers and employees