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. Label your answers using C (customer), P (internal process), I (innovation and growth), or F (financial).
1. Cash flow from operations __________
2. Number of reports of mishandled or lost baggage __________
3. Percentage of on-time departures __________
4. On- time flight percentage __________
5. Percentage of ground crew trained __________
6. Return on investment __________
7. Market value __________
8. Accidents or safety incidents per mile flown __________
9. Customer complaints __________
10. Flight attendant training sessions attended __________
11. Time airplane is on ground between flights __________
12. Airplane miles per gallon of fuel __________
13. Revenue per seat __________
14. Cost of leasing airplanes __________



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  • CreatedNovember 29, 2013
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