The relevant Balance Scorecard (BSC) perspective affected in this case would be internal business practice.• Additionally, late flights will have a negative impact on customer relations. suppliers and maintenance schedules which will result in poor quality of service. Additionally, with the increase in customer dissatisfaction, staff dissatisfaction will increase due to constant customer complaints. Increased staff dissatisfaction will impact the Innovation and Learning Perspective and Internal Business Practices Perspective of the Balance Scorecard (BSC). Key Performance Drivers (KPD) Cole (2010, p. 362) stated that Key Performance Drivers (KPD) is an action taken. by any commercial organization to improve or decrease its key performance indicators. Key performance indicators (KPDs) serve the following purpose: • They help management identify the specific area that needs to be highlighted by the organization. • Provide the basis for configuring metrics that measure and evaluate the achievement of its highest and most critical impact. sales activities. Example of key performance factors (KPD) in a