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Case study: developing truly relevant KPIs - insights from the hospitality industry

Service Hotel is a small family-owned hotel group that focuses on personalised service in the middle-class market.

A few years back the group created a balanced scorecard and was collecting many traditionally common performance indicators in the following four perspectives:

Even though the data was reported on a regular basis few decisions were ever based on the data. The management team got used to receiving the regular reports but started to ignore the data it contained. The group of directors realised that this was a big waste for resources, considering the amount of effort that goes into collecting and reporting the data.