Petes Pizza and Pasta is a newly formed chain of pizza and pasta restaurants. The companys strategy is to grow the brand through franchising and increase market share and profitability for both individual restaurants as well as the entire chain.

Pete, the founder of the chain has given you the following balanced scorecard, which he is confident would help the company achieve his stated strategy. Pete expects to generate income largely through initial franchising fees as well as collecting a percentage of the franchisees revenues.

Perspectives	Strategic Objectives	Key performance Indicators
Financial	Increase Company Profitability Optimize Revenue and Expenses	%Net Profit & $Net Cash Flow $Sales to date & $Cost per call
Customer	Maintain high level of customer satisfaction Increase customer profitability Build and improve the customer network	%survey excellent score & %call abandon rate $Revenue per client & $Average new customer acquisition cost #new customers & %market share
Internal Processes	Increase call-hand expertise Improve service delivery	Average call handling time & %scheduling adherence %processes optimized & %active projects running on time and on budget
Learning & Growth	Build a culture that encourages innovation Nurture high performing employees Continuously improve skills and competence	#employment engagement index & #ideas received for new services %employee satisfaction & %employee turnover #training hours per employee & %employee meeting development requirements

Required: For each of the four balanced scorecard perspectives, please perform the following:

i) Provide two additional strategic objectives and key performance indicators.

ii) Discuss, how and why recommended objectives and indicators from Part (i) above will help Pete execute his strategy.