Q1. Many SME service sector companies are under fire with current global economic uncertainty. The pressure is mainly due to intense market competition, significant impact of their product, and change in customer preferences.

Although technologies positively impact on how services are being delivered and increase customer experience, consideration need to be given to the sustainable service performance.

With that in mind, Ard & Dees Sdn Bhd, a prominent architecture company strive to be the best sustainable performance company in their field. They have created a 5-year program- CARE strategy for the coming years. In achieving the targeted goals, strategies have been made within 4 specific areas which are customer excitement, outstanding employer, environmental sustainability, and wellbeing as well as profitability.

It has been agreed that their performance is to be measured using both financial and non-financial indicators to have substantial improvement in every direction of their business activities. When the senior partner of the company, looks carefully at the strategy, it has the possibility to relate to balance scorecard (BSC). Since the company doesnt have specific performance measurement systems, it is worth to have further studies in this area.

Required:

1. Based on the scenario above, explain in detail the possibility to match the current strategy to 4 perspectives of BSC. Answers to include two (2) possible indicators in monitoring the company performance for each perspective and justification for your choices.

2. Discuss four (4) possible challenges that will be faced by the management if they decide to implement BSC.