Assume that MAS adopts the balanced scorecard. After operating for a year, some performance measures show improvements, but not others. What should management do next? [ https://www.theedgemarkets.com/articleewsbreak-malaysia-airlines-new-plan-targets-2022-breakeven ]

[20 marks]

(b) Balance Scorecard: Pillar - Having a partnership strategy Financial Profitability + Cost - Revenue + Customer Customer satisfaction and retention + Reliable, punctual and frequent flight + Internal Business Process Interline + Codeshare + Turnaround time - Learning and Growth Employee skills on their job position (eg: pilot, steward, ground crew, etc.) +