Industry: Public Administration
Country: United Arab Emirates
The Dubai Airport Free Zone Authority (DAFZA) contributes to growth of the United Arab Emirates' economy by attracting foreign direct investment. In 2010, new entrants in the regional free zones market threatened DAFZA's number one market position, spurring the introduction of the Balanced Scorecard. Between 2010 and 2013, growth in revenue increased from 2% to 42%, the rate of customer turnover decreased by half, customer dissatisfaction decreased by 15%, and employee dissatisfaction decreased by 29%.