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An airline company has operated passenger flights with low ticket prices to various airports from a busy airport for several years. It now faces increased competition on a number of its routes and has decided to use the balanced scorecard to monitor its performance.
Which of the following statements are correct?
Select ALL that apply.
Suggested Answer: A, C, D
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35 comments · newest first
FL
Florinda
11 months ago
Wait, are they really ignoring customer satisfaction? That seems risky!
LA
Latanya
11 months ago
A survey for customer perspective? Yes, that makes sense!
YO
Yolande
11 months ago
I think measuring new flights is a bit off for growth perspective.
JA
Jacki
12 months ago
Totally agree, on-time take-offs matter a lot!
LA
Lachelle
12 months ago
Customer satisfaction is still key, even with low prices!
AR
Art
12 months ago
D sounds right; on-time take-offs are crucial for operational efficiency, so I would select that one for sure!
TW
Twanna
1 year ago
C seems a bit off to me; I’m not sure if new flights really fit the learning and growth perspective.
JA
Jani
1 year ago
I think B makes sense because seat occupancy is definitely a key performance indicator for internal processes, right?
SH
Shaun
1 year ago
I remember we discussed how customer satisfaction is still important, even for low-cost airlines, so I think A might be incorrect.
HE
Herschel
1 year ago
A passenger survey seems like a no-brainer for the customer perspective. Gotta get that direct feedback.
CL
Clorinda
1 year ago
I'm not totally convinced by the non-financial objectives point. Shouldn't those be just as important as the financial ones?
KI
Kirk
1 year ago
The internal business process and learning/growth perspectives seem more clear-cut. Measures like seat occupancy and new flight routes make sense to me.
WI
Winifred
1 year ago
Hmm, I'm a bit unsure about the customer satisfaction part. Wouldn't low prices mean they don't need to focus on that?
GE
Georgene
1 year ago
This question seems straightforward. I'll start by identifying the key perspectives of the balanced scorecard and thinking about relevant measures for each.
SA
Salome
1 year ago
I wonder if they'll throw in a trick answer like 'free in-flight meals for all passengers' just to see who's paying attention.
ST
Stephaine
1 year ago
F) A survey of passengers could be a suitable measure for the customer perspective.
CE
Cecilia
1 year ago
C) The number of new flights to different destinations could be a suitable measure for the learning and growth perspective.
AL
Alonzo
1 year ago
B) The proportion of seats that are occupied on flights could be a suitable measure for the internal business process perspective.
SK
Skye
2 years ago
E is a bit of a head-scratcher. Can't just assume financial goals will automatically lead to non-financial ones being met. Gotta measure both.
GL
Gladys
1 year ago
E is a bit of a head-scratcher. Can't just assume financial goals will automatically lead to non-financial ones being met. Gotta measure both.
MI
Mitzie
1 year ago
F) A survey of passengers could be a suitable measure for the customer perspective.
EV
Evelynn
1 year ago
C) The number of new flights to different destinations could be a suitable measure for the learning and growth perspective.
RO
Roy
1 year ago
B) The proportion of seats that are occupied on flights could be a suitable measure for the internal business process perspective.
BI
Billye
2 years ago
I think C is a good one too. Tracking new flight routes shows the company's efforts to grow and expand its business.
AN
Annelle
1 year ago
Definitely, it shows the company's commitment to expanding their business.
SH
Shala
1 year ago
I agree, tracking new flight routes is important for growth.
DI
Dick
2 years ago
I'm not sure I agree with A. Focusing on low prices doesn't mean you can ignore customer satisfaction. That's still a key part of the balanced scorecard.
NO
Nobuko
2 years ago
I also think F is correct. Surveying passengers can help improve customer satisfaction.
SE
Selma
2 years ago
B, D, and F seem like the most reasonable options. Measuring seat occupancy, on-time flights, and passenger satisfaction are all important for the airline's balanced scorecard.
DA
Danilo
1 year ago
It's important to have a balanced approach with measures from different perspectives to ensure overall success.
TI
Timothy
1 year ago
Passenger satisfaction is key for the airline's success, so a survey of passengers would be a valuable measure.
AL
Alline
1 year ago
On-time flights are definitely important to consider when monitoring the company's performance.
VI
Vicky
1 year ago
I agree, measuring seat occupancy is crucial for the airline's performance.
JA
Jacklyn
2 years ago
I agree with you, Martin. Those measures are crucial for the airline company's success.
MA
Martin
2 years ago
I think B and D are correct. Occupied seats and on time take-offs are important for performance.