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Regional Airline Balanced ScorecardMission: 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.
PerformanceMeasures
• Market Value
• Seat Revenue
Simplified Strategy Map InitiativesTargets
• 25% per year
• 20% per year
Financial • Optimize routes
• Standardize
IncreaseProfitability
• Plane Lease Cost
• FAA On Time Arrival Rating
• Quality managementC t
• 5% per year
• First in industry98%
Increase RevenueLower costs
Customer
O i
MoreCustomers
Standardize planes
• Customer Ranking
• No. Customers
• On Ground Time• On-Time
D t
• Cycle time optimization
• Customer loyalty program
• 98% Satisfaction
• % change
• <25 Minutes• 93%
Lowest Prices
InternalImprove
On-timeflights
• % Ground crew stockholders
• % Ground crew
Departure program
• Stock ownership plan
• Ground crew
• yr. 1 70%yr. 4 90%yr. 6 100%
Learning
AlignG d
TurnaroundTime
©2008 Balanced Scorecard Institute, a Strategy Management Group company. All rights reserved. Do not copy without permission.
• % Ground crew trained
• Ground crew training
yGroundCrews
Developed from material by the Balanced Scorecard Collaborative and Harvard Business Review (Kaplan & Norton)
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