1.What specific measures can best reveal the financial performance of a sport organization?

2.How can the intrinsically vague concept of customer satisfaction be ‘hardened-up’ to provide a quantitative, concrete measure of the service quality in a community leisure centre?

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3. What would you advise a sport club or association to do in order to ensure it was delivering its sport services in a fair, equitable, and environmentally friendly way?

1.What might prevent a sport organization from implementing a system of performance management?

2. What are the benefits that will follow from the implementation of a performance management system?

3.What are the key components of Kaplan and Norton’s BSC?

4. How might you go about modifying the BSC to make it better fit the special features of sport organizations?

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