} Use cleverer KPIs… - Swinton Accountants

Use cleverer KPIs…

In 1994 Continental Airlines was failing miserably. In the previous decade it had filed for bankruptcy twice.

But then Gordon Bethune took over...

Bethune simply got every employee focused on three KPIs.

Together they delivered a remarkable comeback. Continental became one of the most profitable airlines in the sky in the late 1990’s.

In 1994 they had a complex set of measures for their business, mostly focused on cost reduction.

So Bethune theatrically burned the employee manual in their car park.

The rules had changed.

The game changed because Bethune changed the KPIs. 

He dumped most measures and got every employee focused on three KPIs:




What’s your equivalent to Bethune’s three customer-focused KPIs?

Less lost luggage

Fewer complaints

More on-time arrival


Notice how these three company KPIs matter to the airline’s customers.

Profits soared because they focused on KPIs that made a dramatic difference to their customers.

Bethune managed to get all Continental employees taking regular action to improve these three customer-focused KPIs.

Less lost luggage – a quality KPI

Fewer complaints – a customer satisfaction KPI

On time arrival – a speed of delivery KPI.

What’s your equivalent to Bethune’s three customer-focused KPIs?   Go here to work it out...





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