In setting up our Performance Management system, these are the key strategic focus areas.

• Customers

• People development

• Business processes

• All the the answers are correct.

What do customers want from us as their service providers or suppliers?

• All the answers are correct.

• Customers want convenience when working with us.

• Customers want to buy from reputable suppliers.

• Customers want trustworthiness and integrity from us.

In an effective performance management system, the development of employees should result in ______.

• Job satisfaction and fulfilment

• frustration and angony

• exhaustion and dillusion

• unbalanced lifestyle

From the customer's perspective, great service would likely constitute ________.

• pro-activeness

• re-activeness

• non-activeness

• in-activeness

What is the difference between a Goal (or target) and an Effort?

• A Goal is a statement with a Noun

• An Effort is a statement with a Noun

• Both of them are the same

• A Goal and an Effort are merely ideas only.

In Goal / Target Setting, the individual must contribute to the team. The team is as strong as the __________ link.

• weakest

• shortest

• longest

• strongest

What are some possible challenges and pitfalls of setting team performance targets?

• People do not naturally articulate their views.

• Sometimes Goal setting meetings are poorly managed.

• There is a negative perception of the leader.

• All the answers are possible.

Which example below is not a Key Result Area (KRA)?

• To serve customers at a 95% Customer Service Level

• Improve ability to influence 5 strategic business units through better relationships (e.g. for corporate HQ or Holding company).

• Achieve sustained high level of GDP growth (e.g. government

  organization).

• Increase shareholder value (e.g. sales).

These are examples of (quantitative) productivity measurements.

• All of the answers are good examples

• Sales per Employee

• Employee Turnover

• Forecast to Actual Sales

Which one of these measurements is a qualitative productivity measurement.

• Sales per Capital Dollar

• Employee satisfaction Index

• Percent Utilisation of wastages

• Percentage Cost Savings