... report, and shows that there is a tendency towards financial goals and objectives. Nevertheless, Qantas's balanced scorecard is fairy strong and accounts for development of all areas of the business. Qantas's goals are reasonable and are clearly defined. Structural issues are identified and discussed, including the need for better integration of resources, and the need for lower formalisation and lower complexity in the departments that are responsible for innovation and product development. Recommendations are made to Qantas, including the creation of a shared resources unit, and the structuring of the research and design, product development and marketing section of this shared resource unit in a way which encourages creativity. It is also recommended that Qantas places emphasis on the achievement of impressive on-time performance to compete with its rival, Virgin Blue. 1.2 Introduction Qantas was founded in the Queensland outback in 1920. Originally registered as Queensland and Northern Territory Aerial Services Limited, Qantas today ...

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