The Effect of the Balanced Score Card Model on Employees Perfomance within the Hospitality Sector: A case of Kenya Young Men’s Christian Association
Mbuvi, Cyrus Kitheka.
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The research investigated the role of performance measurement within the hospitality industry and in particular, the Kenya YMCA. The research aimed at analyzing what is meant by performance management and established its application and use in hospitality types of business, explained the balanced scorecard approach to performance measurement and assessed its theoretical and business value, established the methods of performance measurement utilized in the hospitality industry and evaluated the effectiveness of these methods, applied the balanced scorecard method in Kenya Young Men's Christian Association and compared its usefulness to more traditional methods of performance measurement and finally made recommendation' and evaluated how a balanced scorecard approach might improve performance management in Kenya YMCA. The research highlighted a shortage of hospitality-related research with the industry predominantly using financial performance measures. The balanced scorecard was therefore put forward as a solution as it measures both the financial and non-financial performance of an organization.The study employed a descriptive survey design. The total number of YMCA hospitality units' employee stood at 200 from which an ample size of 60 was chosen using stratified random sampling technique. Data was collected using questionnaires which was administered by drop and pick method and later analyzed using descriptive statistics of the mean and standard deviation and inferential statistics of multiple regression analysis. The results were presented using tables and figures for ease of understanding and interpretation.The Statistical Package for Social Scientists aided in the analysis. The presentation of the information was in the form of tables, pie charts and bar graphs. The findings indicated a significant improvement in performance in all aspects of the balanced scorecard in YMCA.The study therefore concluded that the scorecard is a tool that \\ ill enable YMCA achieve its targets as individual staff member easily assess their performance with the use of the scorecard. The stud) recommends the score card approach for full scale adoption b) the YMCA management as a tool tor measuring the performance of its business and that of its employees.