The relevant Balance Scorecard (BSC) perspective affected in this case would be an internal business practice.• Furthermore, delayed flights will have a negative impact on supplier relationships and maintenance programs that will result in poor quality of service. Furthermore, as the number of customer dissatisfaction increases, staff dissatisfaction will also increase due to the fact that the staff receives constant complaints from customers. Increased staff dissatisfaction will impact the innovation and learning perspective and the Balance Scorecard (BSC) internal business practices perspective. Key Performance Drivers (KPD) Cole (2010, p. 362) stated that Key Performance Drivers (KPD) are an action taken by any business organization to improve or decrease its key performance indicators. Key Performance Drivers (KPD) serve the following purpose: • Helps management identify the specific area that needs to be highlighted by the organization. • Provide the foundation for setting metrics that measure and evaluate the completion of your highest impact and most critical sales activities. Example of key performance factors (KPDs) in a