Question 5: Balanced Scorecard [10 points] Let's suppose you're the Head of Premium Classes (including business and first class) for a major international airline based in the UAE. You have recently recast your mission for first class as follows: We will offer the world's best first class experience. We will achieve this by offering a superior first class suite & cabin environment, the most innovative onboard facilities & services, exceptional catering and the most attentive staff.

Thinking about the Balanced Scorecard, what performance metrics would provide you with insight into your performance towards your mission? What things would you want measured and reported to you?