Problem

British AirwaysBritish Airways (BA) has implemented the balanced scorecard. Match the foll...

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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Solutions For Problems in Chapter 14