British Airways
British Airways (BA) has implemented the balanced scorecard. Match the following performance indicators:
Return on invested capital | On-time arrivals |
Earnings growth | Percent empty seats |
Lost baggage | Employee turnover |
Employee training hours | Number of frequent flyers (25,000 miles on BA) |
to these four balanced scorecard perspectives:
Financial | Innovation and learning |
Customer | Internal business processes |
Note: Performance indicators may be used for more than one perspective.
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