Exercise 22-16 Performance measures-balanced Scorecard LO A3 USA Airlines uses the following performance measures. Classify each of the performance measures below into the most likely balanced Scorecard perspective it relates to. Select your answers using C (customer), P (internal process), / (innovation and growth), or F(financial). 3. 4. 1. Cash flow from operations Market value Percentage of ground crew trained Lost baggage claims 5. Number of calls to customer service Revenue per seat 7. Flight attendant training sessions attended Gallons of fuel used 9. Percentage of late flights 10. Cost of leasing airplanes 11. Employee satisfaction survey ratings 12. Percentage of waste recycled 13. Number of reports of mishandled or lost baggage 14. Operating cash flow 8