Organising scorecard information A large international airline owns an aircraft maintenance department that services the fleet and that also services aircraft from other airlines. Performance information is depicted in the data table.

1. The performance items are listed in alphabetical order. Try to make sense of the performance information provided. Which year was the best year and why?
Management added a column for year 2010 of indications whether 2010 was better (upward arrow), worse (downward arrow) or equal to targets (a dot) set for 2010. See the data table.

2. Knowing this information, does it change anything you said under question 1?
3. What complexity reduction strategies (see Section 10.4.3 ) work best in this example?
4. What do you at least need to know in order to be able to give a good and fair judgment about this unit’s performance?

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EBI 2010 20 2011 Performance information from the maintenance department over 2010-2012 Performance items Explanation performance items 2012 2 B in million euros Number of strate ic pro ects 6 12 2 count of number of pro ects n time delivery of or 0 0 4 percenta e of pro ects delivered on time Productivity 150 0 140 Return on Capital Employed 2 02 08 Sales to external customers 20 21 22 Service level 70 40 100 Sic leave 5 12 8 otal number of personnel 260 260 200 revenues per hour labor time in percenta e in million euros customer satisfaction 0 very dissatisfied to 100 very satisfied in percenta e of total or hours available full time e uivalents