The Balanced Scorecard Institute (www.balancedscorecard.org) is a great resource for information about implementing the balanced scorecard. One item of interest provided at its website is an example of a balanced scorecard for a regional airline.

Address: http://www.balancedscorecard.org/portals/0/pdf/regional_airline.pdf, or go to www.

wiley.com/college/kimmel Instructions Go to the address above and answer the following questions.

(a) What are the objectives identified for the airline for each perspective?

(b) What measures are used for the objectives in the customer perspective?

(c) What initiatives are planned to achieve the objective in the learning perspective?

COMMUNICATION ACTIVITY