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MBA-620-X2498 - Memo - Memo
Measuring Success in an Org (MBA 620)
Southern New Hampshire University
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Strategic Goals and Key Performance Indicators (KPIs) Shajada Ali Southern New Hampshire University MBA-620-X2498 : Measuring Success in an Organization Dr. Veronda Rooks-Price December 18, 2023
Strategic Goals and Key Performance Indicators (KPIs) As we explore the potential acquisition of two smaller aviation firms in the Caribbean, it's crucial to conduct a thorough evaluation of our current performance. I've outlined strategic goals using the SMART criteria and matched them with Key Performance Indicators (KPIs) for each of the four components of a balanced scorecard: Financial, Internal Process, Customer, and Learning and Development. Financial: SMART Goal: Boost our annual revenue by 10% over the next fiscal year. Rationale: This goal ensures a focus on profitability, a critical aspect for sustaining and growing our operations. KPI: Conduct a quarterly and annual revenue growth rates analysis to measure our progress towards the financial goal (Visible Alpha, 2023). Internal Process: SMART Goal: Streamline aircraft maintenance processes to improve on-time performance (OTP) by 15% over the next year. Rationale: Enhancing internal processes will lead to increased operational efficiency and cost savings. KPI: Monitor the OTP rate on a time-to-time basis to view our operational efficiency and service reliability (Inetsoft, 2023). Customer: SMART Goal: Increase our customer satisfaction score by 20% within the next year. Rationale: Customer satisfaction is fundamental to retaining and attracting clients via customer surveys, attainable with improved service and customer relations
References: Atlassian. (2023). How to Choose Incident Management KPIs and Metrics. atlassian/incident-management/kpis Bunker, A. (2023, December 6). Net Promoter Score (NPS): The Ultimate Guide. Qualtrics. qualtrics/experience-management/customer/net-promoter-score/ Inetsoft (2023). What KPIs and Analytics do Airline Operations Professionals Use?. inetsoft/info/kpis-and-analytics-for-airline-operations/ Visible Alpha. (2023, July 19). Airline KPIs: Financial Investment Guide. visiblealpha/industrials/airlines/airline-kpis/
MBA-620-X2498 - Memo - Memo
Course: Measuring Success in an Org (MBA 620)
University: Southern New Hampshire University
