Queenstown Bus Ltd operates in the South Island of New Zealand. The company undertakes one-day tours to major tourist attractions throughout the South Island. The transport market in New Zealand is highly competitive with many competing transport companies expanding their businesses into the lucrative tourist travel market. The managing director of Queenstown Bus Ltd has hired a consulting firm to provide a market analysis and to investigate the determinants of customer value. The consulting firm has found that all of the customers are highly sensitive to the price charged by companies for bus tickets, and value a highly reliable service as well as the quality of facilities on the buses. The vision of Queenstown Bus Ltd is to be the leading bus company in New Zealand, known for superior customer service and innovation. The objectives of the company are to increase market share to 40% and achieve a return on investment of 10% within 3 years. To achieve these objectives, the strategic priorities of the company are cost, service reliability and product innovation. The company also focuses on building a motivated workforce and developing employees skills in managing the bus communication system.

Question:

Design a balanced scorecard for Queenstown Bus Ltd using the table provided below. In the balanced scorecard, suggest one objective each for the financial and customer perspectives, and two objectives each for the internal business processes and learning and growth perspectives. For each objective, provide one relevant lag indicator and one corresponding lead indicator