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Case
| HBS Case Collection
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2011
(Revised from original 2008 version)
ProntoWash: Washing the World's Cars to a Tango Beat
by
F. Asis Martinez Jerez and Katherine M. Miller
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Abstract
ProntoWash management considers whether franchising and the Balanced Scorecard could be combined to help customer-facing employees provide consistent service across the world and capture relevant management information. In 2007, ProntoWash, an international car-wash company based in Argentina, was planning for rapid growth through a combination of owned and franchised operations. CEO Sergio Kompel needed to find a performance management system that would help the firm maintain a unified focus and operational consistency in new and existing points of sale around the world. One measure that Kompel and his team were considering was the Balanced Scorecard, a tool traditionally used by top management. The challenge for ProntoWash was to design a Balanced Scorecard that would be accessible throughout the organization, from the executives in the central office, to the franchises, to the workers at the front line.
Keywords: Customer Focus and Relationships;
Growth and Development Strategy;
Balanced Scorecard;
Management Systems;
Franchise Ownership;
Performance Consistency;
Argentina;