Chapter 14, Problem 14.3MBA

Balanced scorecard

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 allows passengers to monitor their place in standby and first class upgrade lists
2. Improving the efficiency of aircraft maintenance
3. Increasing the number of check-in kiosks at major airports
4. Replacing less fuel-efficient aircraft with newer, more efficient aircraft
5. Reducing turnover of key employees
6. Reducing the number of cancelled flights
7. Investing in oil refinery thai produces jet fuel
8. Offering cash incentive awards to employees
9. Awarding stock options to key employees that can be used over time
10. Increasing passenger revenue per available seat mile
11. Increasing the percentage of on-time arrivals
12. Reducing the number of passenger complaints 13- Reducing the number of lost passenger bags
14. Reducing the number of safety violations
15. Increasing the passenger load percentage
Assign each item to one of the four dimensions of the balanced scorecard
1.learning and innovation
2.customer
3.internal process
4.financial