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Unformatted text preview: considerably, and its number of customers who say that they would fly United again is at its highest level ever. While none of these things guarantees that United will survive, these improvements certainly increase its chances. Which of the perspectives of a balanced scorecard were the focus of United's CEO? Answer: Improving on-time flight departures is an objective within the internal process perspective. Customer intent to fly United again is an objective within the customer perspective. Source: Susan Carey, Friendlier Skies: In Bankruptcy, United Airlines Forges a Path to Better Service, Wall Street Journal, June 15, 2004....
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- Fall '11