ConvenientShop Limited operates a chain of department stores in the city. In the past the business had expanded rapidly and covered almost all districts of the city. However, recently companys peformance has been declining and profits have reduced. The company was forced to closed some of their stores in suburban areas. Boredom is spreading among companys staff and customer complaints have been increasing as they feel negatively toward companys service quality. If several years ago the customer complaint rate was 1.5 complaints for every 1000 customers now it is around 5 for very 1000 customers. Senior managers are really concerned about recent business performance of the company. They decided to investigate the problems and try to correct any derailment in companys strategy implementation. With the support of functional departments, the information on the financial performance is prepared and reported to the board of directors. Customers and employees surveys are also conducted to provide more information about the current business operation of the company. (See appendices)

Required e. Critically evaluate the effectiveness of the balanced scorecard approach in alleviating the problems associated with short termism.