To deliver on its goal of creating value for stakeholders, Hilton Hotels' leadership developed a step-by-step program to define and then measure value creation in its operations. Hilton Hotels adopted a diagnostic measure called the balanced scorecard, which assesses the effectiveness of Hilton's business design by linking short-term tactics with long-term strategic objectives. In addition to typical financial measures, the balanced scorecard also considered results from guest surveys and employ...

BPIR Categories

14.1.1 Design & deploy performance measurement system
9.6.1 Survey/assess employee satisfaction/morale
2.5.2 Develop & set organisational goals
2.2.1 Obtain stakeholder input into strategy formulation

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