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谢谢了!
To deliver on its goal of creating value for its 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 considers results from guest surveys and employee surveys, as well as reports from mystery shoppers. The diagnostic results are communicated in a simple and effective manner using a green-yellow-red rubric. Items that fall in the red zone need immediate attention, while those scoring in the yellow zone still need improvement. Green indicates a job well done. The result has been steady improvement in guest-survey results and strong financial results.