Past question

It is not possible to learn an answer for this sort of question. What you need to do is identify from the wording of the question where the company might be having problems and what are the important things they need to try and do to improve things.

So, for example, the question says that they are cancelling more planes than in the previous year. This will be a problem for their customers and so a goal would be to reduce the number of cancellations, and this falls under the customer perspective. The obvious way in which this can be measured is by the number of place cancelled.

Another example, is that the question says that in average the planes are on the ground for 50 minutes between flights. If they can have them on the ground for less time then they will not need as many planes. So the goal would be to improve the turnaround time and this fall under the internal perspective. The way this could be measured would simply be to measure the time spent on the ground.

It is exactly the same approach.

Apart from just maybe being expected to list the 6 dimensions of the building block model, and the four section of Kaplan and Norton, the exam does not test you specifically on either of the,

Questions expect to you act as an adviser would in real life and to identify from the question what factors are important to the company, and to suggest ways in which the company could measure whether they are improving or not.