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

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• % Ground crew trained

• Ground crew training

yGroundCrews

Developed from material by the Balanced Scorecard Collaborative and Harvard Business Review (Kaplan & Norton)