Sustainable liquid assets: Improving hotel performance using the balanced scorecard and lean logistics

Abstract

Abstract Purpose – To present a conceptual model of how the learning and growth dimension of the balanced scorecard guides lean logistics techniques to achieve sustainable water management practices and improved business performance. The research is based on new waste management practices that have reduced water usage in a five-star hotel. Design/Methodology/Approach – The research is an exploratory case study that links the strategic and tactical use of the balanced scorecard with the sustainable use of resources. Data are collected through of a series of interviews with key staff. Following thematic analysis a conceptual model is proposed where the use of resources based on lean techniques is the missing element in the way in which hotels use the balanced scorecard. Practical implications – The research provides a framework for saving scarce natural resources while enhancing hotel operations both financially and environmentally. Viewing the use of lean techniques through the lens of the balanced scorecard provides a focal point to guide and enhance other elements of the scorecard currently in use. Originality/value – Little research has been conducted into water savings in hotels, and how water savings can enhance hotel financial and environmental performance. This conceptual paper shows how reducing the use of resources can guide business performance through an application of the learning and growth dimension of the balanced scorecard. The model has financial, environmental and human resource implications for hotels.

Key words - Water Management, Lean Techniques, Balanced Scorecard, Learning and Growth, Hotels, Case Study. Paper type – Conceptual paper