Question: Delta Air Lines, Inc. ( DAL ) provides passenger services throughout the United States and the world. Fifteen metrics and recent initiatives are as follows.

Delta Air Lines, Inc. (DAL) provides passenger services throughout the United States and the world. Fifteen metrics and recent initiatives are as follows. Assign each item to one of the four dimensions of the balanced scorecard as they would apply to Deltas operations:
1. Innovation and learning
2. Customer service
3. Internal process
4. Financial
Line Item DescriptionAmount1. Using a mobile phone app that allows passengers to monitor their place in standby and first class upgrade lists
Customer serviceFinancialInnovation and learningInternal process
2. Improving the efficiency of aircraft maintenance
Customer serviceFinancialInnovation and learningInternal process
3. Increasing the number of check-in kiosks at major airports
Customer serviceFinancialInnovation and learningInternal process
4. Replacing less fuel-efficient aircraft with newer, more efficient aircraft
Customer serviceFinancialInnovation and learningInternal process
5. Reducing turnover of key employees
Customer serviceFinancialInnovation and learningInternal process
6. Reducing the number of cancelled flights
Customer serviceFinancialInnovation and learningInternal process
7. Investing in oil refinery that produces jet fuel
Customer serviceFinancialInnovation and learningInternal process
8. Offering cash incentive awards to employees
Customer serviceFinancialInnovation and learningInternal process
9. Awarding stock options to key employees that can be used over time
Customer serviceFinancialInnovation and learningInternal process
10. Increasing passenger revenue per available seat mile
Customer serviceFinancialInnovation and learningInternal process
11. Increasing the percentage of on-time arrivals
Customer serviceFinancialInnovation and learningInternal process
12. Reducing the number of passenger complaints
Customer serviceFinancialInnovation and learningInternal process
13. Reducing the number of lost passenger bags
Customer serviceFinancialInnovation and learningInternal process
14. Reducing the number of safety violations
Customer serviceFinancialInnovation and learningInternal process
15. Increasing the passenger load percentage
Customer serviceFinancialInnovation and learningInternal process

Step by Step Solution

There are 3 Steps involved in it

1 Expert Approved Answer
Step: 1 Unlock blur-text-image
Question Has Been Solved by an Expert!

Get step-by-step solutions from verified subject matter experts

Step: 2 Unlock
Step: 3 Unlock

Students Have Also Explored These Related General Management Questions!

Q:

Refer to the financial statements of Walmart Inc. in Appendix C at the end of this book. All dollar amounts are in millions. Data from in Appendix C Required: 1. What is the amount of Consolidated...

Q:

Delta Air Lines, Inc. (DAL) provides passenger services throughout the United States and the world. Fifteen Delta metrics and recent initiatives are as follows: 1. Using a mobile phone app that...

Q:

Common-sized income statements Delta Air Lines, Inc. (DAL) provides cargo and passenger services throughout the world. The following common-sized income statements for Years 1 and 2 were adapted from...

Q:

..do invoker takeAssignmentSessionLocator=&inprogress=false eBook Common-sed income statements Delta Air Lines, Inc. (DAL) provides cargo and passenger services throughout the world. The following...

Q:

Delta Air Lines, Inc. (DAL) provides cargo and passenger services throughout the world. The following common-sized income statements for Years 1 and 2 were adapted from recent financial statements of...

Q:

Common-Sized Income Statements Delta Air Lines, Inc. (DAL) provides cargo and passenger services throughout the world. The following operating data (in millions) were adapted from recent financial...

Q:

Common sized income statements Delta Air Lines, Inc. (DAL) provides cargo and passenger services throughout the world. The following operating data (in millions) were adapted from recent financial...

Q:

Common-sized income statements Delta Air Lines, Inc. (DAL) provides cargo and passenger services throughout the world. The following operating data (in millions) were adapted from recent financial...

Q:

Delta Air Lines, Inc. (DAL) provides cargo and passenger services throughout the world. The following operating data (in millions) were adapted from recent financial statements of Delta. Year 1 Year...

Q:

Delta Air Lines, Inc. (DAL) provides cargo and passenger services throughout the world. The following operating data (in millions) were adapted from recent financial statements of Delta. 1. Prepare...

Q:

Delta Air Lines, Inc. (DAL) provides cargo and passenger services throughout the world. The following operating data (in millions) were adapted from recent financial statements of Delta. 1. Prepare...

Q:

C.) Find Duf for f = e cos(y) in the direction 30 degrees from the positive x axis at the point (1, Tt/4).

Q:

MadridCo , a foreign corporation, receives interest income of $100,000 from USCo, an unrelated domestic corporation. USCo has historically earned 52% of its income from foreign sources. What amount...

Q:

Saved Check all that are a function of the integument. Check All That Apply oints Protection from the external environment eBook Print Prevention of water loss eferences Temperature regulation...

Q:

A particle is moving in three dimensions and its position vector is given by; r(t) = (4, 4t + 2, 3t)i + (4, 5t - 2, 3)2 + (3, 3t + 3, 1t)k where r is in meters and t is in seconds. Determine the...