Air Canada Cargo Operates an Overnight Package Delivery Service That

Air Canada Cargo operates an overnight package delivery service that competes with United Parcel Service (UPS). Top management is considering the use of a balanced scorecard to evaluate operations.
A. The balanced scorecard is a business model that helps to assess a firm's competitive position and ensures that the firm is progressing toward long-term survival. Balanced scorecards differ from organization to organization; however, in addition to customer-satisfaction measures, most have a combination of financial measures, internal operating measures, and measures of innovation/growth and learning.
A. What is a balanced scorecard and other than customer-satisfaction measures, what are its typical key components?
B. Customer-satisfaction measures could include number of packages delivered, market share, number of packages lost or damaged, number of customer complaints, average wait time when calling and scheduling a package pickup, and response time to customer problems.
B. List four customer-satisfaction measures that Continental might use to evaluate performance.