Determination of key performance indicators of e-VTOL aircraft using a balanced scorecard approach

Purpose The purpose of the study is to define key performance indicators for essential systems of electric vertical take-off and landing (e-VTOL) aircraft and to analyze operational performance during maintenance, assessing strategic objectives related to the fleet. Design/methodology/approach The methodology of the study uses the balanced scorecard (BSC) framework, considering their relationship with financial and nonfinancial key performance indicators (KPIs) to assess the readiness of maintenance, repair and overhaul (MRO) organizations to support e-VTOL airworthiness to ensure safe operations at low altitude. Findings The findings indicate that the learning and growth viewpoint underpins the development in digital MRO organizations, contributing to efficient certification and operational reliability. These features impact internal processes while using predictive and prescriptive maintenance strategies. Excellence in processes, cultivating safety, improves customer satisfaction, operational sustainability and service quality: these loops support financial success by reducing costs, creating new revenue opportunities and building investor trust. Research limitations/implications There is little empirical evidence on the application of BSC in aviation MRO, especially regarding e-VTOL maintenance and the digital transformation of maintenance activities. Due to the e-VTOL operation being in its maturity stage, there is a limitation to generating real data for integration with BSC perspectives. Practical implications e-VTOL MRO activity in the maturity stage may face temporary challenges due to the integration of new technologies for data analytics, which require qualification training for certifying staff. Continuous training improves the nature of KPIs’ operability and supports safety sustainably. On the other hand, the MRO providers should regularly refine maintenance programs and optimize maintenance schedules for customers of e-VTOL fleet operators. Originality/value The suggested conceptual framework is the first such research designed to integrate BSC into digital MRO organizations, making a significant contribution to the scientific literature and filling the research gap. Future research is recommended to be conducted on quantitative bases to validate the KPIs’ values, to obtain empirical outcomes and to investigate cross-industry learning frameworks.