Maslahi Safaris ltd.is a tour company that operates a fleet of more than 300 vehicles. The company has opened 10 branches in the country which are headed by branch managers. The performance of the manager of each branch is evaluated using financial measures. Many of the branch managers are not happy. They believe that there could conflict between good performance and achieving short term profits. They are also unhappy that their profit report include a share of head office costs and other costs that they cannot control.

Required:

Discuss why non-financial performance measures are important in the service sector.

Propose with reasons , and discuss two non -financial measurement models that Maslahi Safaris ltd ,and how they could use them to evaluate the performance of branch managers .