Question

USA Airlines uses the following performance measures. Classify each of the performance measures below into the most likely balanced Scorecard perspective it relates to. Select your answers using C(customer), P (internal process), / (innovation and growth), or F(financial). 1. Percentage of late flights 2. Cost of leasing airport gates 3. Employee satisfaction survey ratings 4. Percentage of waste recycled 5. Number of reports of mishandled or lost baggage 6. Operating cash flow 7. Employee diversity training sessions completed 8. Accidents or safety incidents per mile flown 9. Percentage of on-time departures 10. Average ticket price 11. Percentage of ground crew trained 12. Time airplane is on ground between flights 13. On-time flight percentage 14. Net income

Answer 1

Answer: please see explanation column

Explanation: Classifying performance measures, we have

1. Percentage of late flights ------Customer, C

2. Cost of leasing airport gates ----Financial, F

3. Employee satisfaction survey ratings----P (internal process)

4. Percentage of waste recycled-----Innovation and Growth, I

5. Number of reports of mishandled or lost baggage ----Customer, C

6. Operating cash flow------Financial, F

7. Employee diversity training sessions completed-----Innovation and Growth, I

8. Accidents or safety incidents per mile flown---- -P (internal process)

9. Percentage of on-time departures----Customer, C

10. Average ticket price----Financial, F

11. Percentage of ground crew trained------Innovation and Growth, I

12. Time airplane is on ground between flights------P (internal process)

13. On-time flight percentage---Customer, C-

14. Net income-----Financial, F