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  • Virgin Australia (A) 3 Performance Measures

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    Zhi Cheng Ong
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    Virgin Australia uses several performance measures to evaluate its operations, including timeliness of flights, customer retention, and employee satisfaction. Timeliness is measured using on-time arrival and departure statistics from the Bureau of Infrastructure, Transport and Regional Economics. Customer retention is assessed through the Velocity frequent flyer program. Employee satisfaction is determined by staff turnover rates and sick leave usage. Virgin Australia is responsible for meeting these measures through on-time flights and sales as an investment center. Data is collected on financial metrics, customer numbers, percentages and government statistics to monitor performance.

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    Performance Measurement

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    Virgin Australia uses several performance measures to evaluate its operations, including timeliness of flights, customer retention, and employee satisfaction. Timeliness is measured using on-time arrival and departure statistics from the Bureau of Infrastructure, Transport and Regional Economics. Customer retention is assessed through the Velocity frequent flyer program. Employee satisfaction is determined by staff turnover rates and sick leave usage. Virgin Australia is responsible for meeting these measures through on-time flights and sales as an investment center. Data is collected on financial metrics, customer numbers, percentages and government statistics to monitor performance.

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    Download as DOCX, PDF, TXT or read online from Scribd
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    31 views1 page

    Virgin Australia (A) 3 Performance Measures

    Uploaded by

    Zhi Cheng Ong
    Virgin Australia uses several performance measures to evaluate its operations, including timeliness of flights, customer retention, and employee satisfaction. Timeliness is measured using on-time arrival and departure statistics from the Bureau of Infrastructure, Transport and Regional Economics. Customer retention is assessed through the Velocity frequent flyer program. Employee satisfaction is determined by staff turnover rates and sick leave usage. Virgin Australia is responsible for meeting these measures through on-time flights and sales as an investment center. Data is collected on financial metrics, customer numbers, percentages and government statistics to monitor performance.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 1

    Virgin Australia

    (a)3 Performance measures


    -Timeliness of flights (http://bitre.gov.au/statistics/aviation/otp_month.aspx )
    Highest on time arrivals (82.5% for arrivals and 84% for departures)
    - Customer retention (Velocity frequent flyer)\
    - Employees satisfaction (staff turnover rates, amount of sick leaves.. at least
    make sure there is evidence)
    -Number of accidents .
    (b)Who is being measured?
    -Virgin Australia
    - Customers
    - Employees
    ( c) Underlying activity/ Outcome
    -

    Flying on time
    Sales

    (d ) Responsibility centre appropriate


    Investment centre . Explain
    ( e) Performance measures (units)
    -

    $
    Number of customers
    %

    (f) What information to collect and how?


    Timeliness of flights (gov statistics)
    From the annual report

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