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Editorial: Be Careful What You Measure

Former Continental Airlines Chairman and CEO Gordon Bethune used to say that when it came to managing a business, what you chose to measure and what you rewarded were what you got. An airline that prized punctuality and incentivized its employees to close the cabin doors on schedule would become an ontime airline. But, he pointed out, this cut both ways. An airline that measured and rewarded penny-pinching over customer service would become the equivalent of a pizzeria that made a pie so cheaply that "no one would eat it."


 

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As a subscriber to one of Aviation Week Network’s market briefings, your searches only provide you with access to articles from within that product.

To find out about obtaining additional data – including the most comprehensive details on organizations, fleets, personnel and programs – click here or call +1.561.279.4661.


 

As a subscriber to one of Aviation Week Network’s market briefings, your searches only provide you with access to articles from within that product.

To find out about obtaining additional data – including the most comprehensive details on organizations, fleets, personnel and programs – click here or call +1.561.279.4661.


 

As a subscriber to one of Aviation Week Network’s market briefings, your searches only provide you with access to articles from within that product.

To find out about obtaining additional data – including the most comprehensive details on organizations, fleets, personnel and programs – click here or call +1.561.279.4661.