Cawlin Co provides a call centre service on behalf of a number of retailers. Operativesreceive calls from customers who are experiencing problems in operating the products theyhave bought from the retailers. The managing director is seeking improved customersatisfaction. Customer satisfaction is measured by the number of customers who receiveadvice which leads to the correct operation of their equipment at the first point of contact. Ithas been suggested by the human resource manager that an incentive scheme should beintroduced.Which of the following targets is the most appropriate measure for the incentivescheme?
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1 .Smithson Co is an insurance company. Recently there has been concern that too manyquotations have been sent to clients either late or containing errors. The departmentconcerned has responded that they are understaffed, and a high proportion of current staffhave recently joined the firm. The performance of this department is to be carefullymonitored.Which of the following non-financial performance indicators would NOT be anappropriate measure to monitor and improve the department’s performance?
A Percentage of quotations found to contain errors when checked B Percentage of quotes not issued within company policy of 3 working days C Actual staff employed as a percentage of the quota for the department D Percentage of budgeted number of quotations actually issued
2 .When reviewing the financial statements of a company in which you are a shareholder, younote that during the past year the company has:(1) Raised a long term loan to finance the purchase of non-current assets; and(2) Reduced the value of closing inventory.How will the current ratio and the gearing ratio be affected in comparison to last year?
A Current ratio Increased;Gearing Decreased B Current ratio Decreased;Gearing Increased C Current ratio Decreased;Gearing Decreased D Current ratio Increased;Gearing Increased
3 .In the last financial year, the net profit margin of Grippa Co was 14·7% and asset turnoverwas 2·3 times.What was the company’s return on capital employed for the financial year?
A 244·70% B 215·30% C 33·81% D 6·39%
4 .Yobo Co manufactures a wide range of products. There is considerable variation in the profitper unit sold of each product. The managing director is planning to introduce an incentivescheme for production employees. The objective of the incentive scheme is to improveproduct quality.On which of the following should the incentive scheme be based in order to improveproduct quality?
A Production volume B Sales revenue C Level of rework D Profitability
5 .Many organisations use non-financial performance indicators (NFPIs).Which of the following NFPIs is MOST suitable for monitoring quality?
A Throughput volume per time period B New customers per time period C Number of customer complaints D Number of transactions per customer
7 .Lukers Co is structured on a functional basis. Two of the departments are purchasing andproduction. The directors wish to improve product quality, and are considering theintroduction of an incentive scheme.Which of the following performance measures would be an appropriate basis for theincentive scheme?
A Company profit B Favourable material price variances C Volume of products returned by customers D Share price
8 .“xxx” describes the relationship between utilisation of resources (inputs) and the outputproduced by those resources.Improving “xxx” means getting more output from each unit of input, or getting the sameamount of output with fewer resources.In this definition what does “xxx” refer to?
A Economy B Efficiency C Effectiveness D Value-for-money
9 .A local authority has introduced an initiative which is intended to “achieve greater output foreach unit of input”.What is the objective of the initiative?
A Quality improvement B Efficiency C Effectiveness D Economy
10 .Which of the following measures could most suitably be used to assess the customerperspective of the balanced scorecard approach for an insurance company?(1) New insurance products introduced in the period.(2) Training expenditure on sales representatives.(3) Average time to settle insurance claims.(4) Percentage of policy renewals.
A 1 and 2 only B 2 and 3 only C 3 and 4 only D 1 and 4 only
