BALANCED-

SCORECARD
&
STRATEGY-MAP

Presented Vitul Bansal(F009)

Kartavya Joshi (F029)
by-Group 9 Aditya Mangal (J038)
Ezhil Rajasundar (J047)
Arpit Paul Singh (J056)
 Balanced Scorecard
KEY PERFORMANCE INITIATIVES
STRATEGIC OBJECTIVES Targets
INDICATORS PROGRAMS
CUSTOMER FINANCIAL

Increase Profitability Market Value 20% YoY

Expanding Customer base New Subscriptions 85 billion 

Lower Cost Reduction in cost per member 20%

Personal Attention Customer retention   The first airline to replace stairs

Economic subscription packages Growth in customers availing them 85% with ramps, to make it more
Low Customer Complaints Number of Complaints 1 per lakh convenient for customers

Multi-lingual digital strategy to

Most Preferred Fitness Club Customer Preference help gain customers from small
cities
Innovation    
Increase visibility Increase in enquiries by customers
Least Number of Cancellations No. of subscription cancellations Flex Pay scheme (10% payment
Organizing free demo camps No. of participants at time of purchase and 90%
Introduce Kids program Enrolment of kids deferred up to 15 days) 
Relationship    
INTERNAL PROCESSES

High Customer Engagement

Collaboration with Health experts Percentage of repeat customers      
Customer-Centric Approach      
Cost-Effectiveness        
Collaboration with brands/ Sponsors      
Lower attrition rates      
Contracts with trainers Aircraft type Not more than 3 different types  
Eco-friendly initiatives to save
fuel and reduce carbon emission
(150 kgs of fuel saved per flight,
and about 6615 tonnes of carbon
emissions reduced)
New purchase/replacement of  
Use High Quality Equipments 16.5 hrs
equipments  
 
 
 
 
LEARNING & GROWTH

Great Place to Work Recognition Maintain current levels

HR Policies: Flexible timings to work Employee Engagement Survey
Focus on exclusive organizing rights/expansion Proportion of Women Pilots 15%

Employee Support Program

Appoint advisors Among Top 30 Companies
 STRATEGY MAP

Expanding Increase
FINANCIAL Lower Costs
Customer base Profitability

Low Most Economic

Personal Customer Preferred
CUSTOMER Attention subscription
Complaints Fitness Club packages

Collaboration Contracts
Increase Least High Cust with brands/
visibility Cancellations Engagement with trainers
Sponsors

INTERNAL Customer-
Cost-
Innovation Relationship effectiveness
PROCESSES centric
Use High
Organizing free Introduce Kids Collaboration Lower quality
demo camps program with Health attrition rates Equipments
experts

Flexible Focus on exclusive

LEARNINGS & timings to
Great Place to organizing Appoint advisors
GROWTH Work rights/expansion
work