Balanced Scorecard

In order to develop the action plan, we have to define the KPI's (Key Performance Indicators) for each of the SMART goals that have been exposed in previous sections. The following tables specify for each SMART goal of the four sections of Balanced Scorecard the indicators, their sources and their frequencies.

Learning and growth (people - employees) objectives

Invest in hiring a 7% more staff that is prepared for the use and development of new technologies during the first semester.

Table 1. KPI's first people smart goal

Prepare internal training on the methodology followed in the new extension on the different sectors to train 5% of employees quarterly. In this way, 20% of employees will be trained after the first year of activity.

Table 2. KPI's second people smart goal

Financial objectives

Have exceeded by 10% or more revenues obtained at the old airport after the first year of activity.

Table 3. KPI's first financial smart goal

Amortize the 6% of the cost of the new extension of the airport during the first year of operation.

Table 4. KPI's second financial smart goal

Customers objectives

Finish the first year having 10% fewer delays compared to more than 50% of the other airports of Mexico.

Table 5. KPI's first customers smart goal

Reduce by 20% the waiting time of passengers during the first semester.

Table 6. KPI's second customers smart goal

Internal processes objectives

Finish the first year having 3% fewer accidents compared to more than 50% of the other airports of Mexico.

Table 7. KPI's first processes smart goal

Finish the first semester being the airport with the least number of complaints of passengers, airlines and retail companies in Mexico.

Table 8. KPI's second processes smart goal

All previous information is gathered in figure 1 as follows:

Figure 1. Yucatán Airport Balanced Scorecard

Image source [online]

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