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BSC Any ExampleBalancedScorecardRegionalAirlines

This document outlines a balanced scorecard for a regional airline with measures in four categories: financial, customer, internal processes, and learning and growth. The financial measures include profitability, market value, and revenue. Customer measures include customer satisfaction ratings, loyalty programs, and number of customers. Internal process measures include on-time arrival and departure rates, turnaround times, and quality management. Learning and growth objectives center around training ground crews, standardizing planes, and optimizing routes and processes. The balanced scorecard provides a framework for the airline to improve performance across these important business dimensions.

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nparlance
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128 views1 page

BSC Any ExampleBalancedScorecardRegionalAirlines

This document outlines a balanced scorecard for a regional airline with measures in four categories: financial, customer, internal processes, and learning and growth. The financial measures include profitability, market value, and revenue. Customer measures include customer satisfaction ratings, loyalty programs, and number of customers. Internal process measures include on-time arrival and departure rates, turnaround times, and quality management. Learning and growth objectives center around training ground crews, standardizing planes, and optimizing routes and processes. The balanced scorecard provides a framework for the airline to improve performance across these important business dimensions.

Uploaded by

nparlance
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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% Ground crew

stockholders
% Ground crew
trained
Market Value
Seat Revenue
Plane Lease
Cost
FAA On Time
Arrival Rating
Customer
Ranking
No. Customers
On Ground Time
On-Time
Departure
Quality
management
Customer
loyalty
program
25% per year
20% per year
5% per year
First in
industry
98%
Satisfaction
% change
<25
Minutes
93%
yr. 1 70%
yr. 4 90%
yr. 6 100%
Profitability
Financial
Learning
Increase
Revenue
Align
Ground
Crews
Lowest
Prices
Lower costs
Customer
Internal
Improve
Turnaround
Time
On-time
flights
Profitability
Fewer planes
Increased
revenue
Flight is on -time
Lowest prices
More Customers
Fast ground
turnaround
Ground crew
alignment
Example Balanced Scorecard: Regional Airline
Mission: Dedication to the highest quality of Customer Service delivered with a
sense of warmth, friendliness, individual pride, and Company Spirit.
Vision: Continue building on our unique position -- the only short haul, low-fare,
high-frequency, point-to-point carrier in America.
More
Customers
Optimize
routes
Standardize
planes
Stock
ownership
plan
Ground crew
training
Cycle time
optimization
program
Theme: Operating Efficiency
Objectives Measures Targets Initiatives

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