Development of Service Performance Indicators for Operations Management in Airline
Reliable and efficient operations are essential for successful service business, and Performance Indicators (PIs) are useful tools for assessing appropriateness of service operations and providing cues to remedy flawed performance. Performance indicators should be based on objective data on operation performance, derivable by concrete and simple calculation rules, and exhaustively related to business goals. Development of such PIs is not an easy task, and this work tries to propose a framework for developing PIs using an application example of operations management in an airline. The proposed scheme of development is so general that it is applicable also to services other than airline business.
Keywordsperformance measurement performance indicators airline business flight operations management
Unable to display preview. Download preview PDF.
- 3.Kaplan, R.S., Norton, D.P.: The Balanced Scorecard: Translating Strategy into Action. Harvard Business School Pr., Boston (1996) (japanese translation) Google Scholar
- 4.International Air Transport Association, http://www.iata.org/index.html
- 5.Kawakita, J.: Method of Idea Generation - For Creativity Development. Chuo Koron Pr. (1967) (japanese)Google Scholar
- 9.Shostack, L.G.: Design Services that Deliver. Harvard Business Review 84115, 133–139 (1984)Google Scholar
- 10.Hollnagel, E.: Human Reliability Analysis: Context and Control. Academic Pr., New York (1993)Google Scholar
- 11.Hoffman, R., Militello, L.: Perspective on Cognitive Task Analysis. Taylor & Francis, Abington (2009)Google Scholar
- 12.Akao, Y.: Introduction to Quality Deployment. Nikka Giren Pr. (1993) (japanese)Google Scholar