Internal / External
The first split for any 'why did this fall?'; one question rules out half the tree.
Why did it happen?
- Internal: in our control
- Our price and product
- Our operations and people
- External: outside it
- Customers and demand
- Competitors
- Regulation and the economy
Why did it happen?
Internal: in our control
Our price and product
Our operations and people
External: outside it
Customers and demand
Competitors
Regulation and the economy
Watch out: Ask 'only us, or the whole industry?' to know which side to open.
On a case
An airline's on-time rate dropped from 85% to 70%.
On-time rate fell
- Internal
- Aircraft turnaround time
- Crew scheduling
- External
- Airport congestion
- Winter fog in the north
On-time rate fell
Internal
Aircraft turnaround time
Crew scheduling
External
Airport congestion
Winter fog in the north