NAISE Service Center offer service for car and motorcycle. For the last 2 years, NAISE experience deficit in their income. Manager is trying to get the cause of this deficit. After doing observation, it is proved that the employees had to use a lot of time to finish service for both car and motorcycle. And there are complains from the customers that the service often overtime from the promised time in the beginning.

As a manager, make a Balanced Scorecard to see NAISE Service Center's performance and solution for the problems that NAISE faced!