13-42. BALANCED SCORECARD, ENVIRONMENTAL, AND SOCIAL PERFORMANCE. WrightAir is a no-frills airline that services the Midwest. Its mission is to be the only short-haul, low-fare, high- frequency, point-to-point carrier in the Midwest. However, there are several large commercial carriers offering air transportation, and WrightAir knows that it cannot compete with them based on the services those carriers provide. WrightAir has chosen to reduce costs by not offering many inflight services such as food and entertainment options. Instead, the company is dedicated to providing the highest quality transportation at the lowest fare. WrightAir's balanced Scorecard measures and actual results) for 2020 follow: Target Actual Performance Performance Measures Objectives Financial Perspective Increase shareholder value $7,200,000 $8,400,000 $2,700,000 $3,600,000 Operating-income changes from productivity Operating-income changes from price recovery Operating-income changes from growth Cost savings due to reduction in jet fuel consumption $3,000,000 $3,960,000 $900,000 $1,050,000 FAA on-time arrival ranking Customer Perspective Increase the number of on- time arrivals Improve brand image 1st in industry 2nd in industry Percentage of customer survey respondents with greater than 90% approval rating on company's sustainability efforts 100% 96%