Development of service performance indicators for operations management in airline

Abstract

Reliable and efficient operations are essential for successful service business, and Performance Indicators (PIs) are useful tools for assessing appropriateness of service operations and providing cues to remedy flawed performance. Performance indicators should be based on objective data on operation performance, derivable by concrete and simple calculation rules, and exhaustively related to business goals. Development of such PIs is not an easy task, and this work tries to propose a framework for developing PIs using an application example of operations management in an airline. The proposed scheme of development is so general that it is applicable also to services other than airline business. © 2011 Springer-Verlag.