Unit 4 AOS 1 revision

A proactive approach to change refers to:

• a situation where a change is planned and occurs before a business is affected by pressures in its environment.

• 
  when a change is unplanned, and takes place after the business has been affected by the pressures from its environment.

• poorly managed changes, which normally result in employee resistance.

• 
  the most risky form of change.

Key performance indicators can measure the effectiveness of a business. Effectiveness refers to:

• how well a business uses the resources needed to achieve a goal.

• information taken from a variety of sources, such as accounting reports and marketing statistics.

• the business’s share of the total industry sales for a particular good or service.

• what degree a business has accomplished the objectives it set out to achieve.

Key performance indicators are best described as:

• 
  how well a business uses the resources needed to achieve a goal.

• criteria used as a measure of the success, or the efficiency and effectiveness, of a particular area of the business’s performance.

• obligation to a business's shareholders, which can also be expressed as an objective.

• the core objectives of the business.

Percentage of market share is a common key performance indicator. This refers to:

• the business’s share of the total industry sales for a particular good or service, expressed as a percentage.

• the business’s total sales for a particular good or service.

• a business making a significant profit, which is considered to be a large market share.

• 
  all the customers of a particular business.

Productivity is best described as:

• a measure of performance that indicates how many outputs are used in the production process.

• an increase in the number of sales that a business makes within a particular time period.

• reducing the amount of waste in the production process.

• a measure of performance that indicates how many inputs (resources) it takes to produce an output (goods or services).

Which of the following best describes the key performance indicator of 'rate of staff absenteeism'?

• The number of workers who do not turn up for work when they are scheduled to do so

• The number of staff who will need to be replaced, resulting in recruiting and training costs, and the loss of productivity and knowledge

• The number of staff who are leaving the business, for whatever reason, and need to be replaced

• 
  The number of employees who move on to new businesses for a variety of reasons including promotion, or relocation

High levels of wastage in a business can lead to:

• added value to a good or service.

• a reduction in business costs.

• 
  a reduction in business efficiency.

• an increase in the business's profits.

The number of customer complaints is an important key performance indicator. One effect of an increase in this is:

• an increase in positive publicity.

• an increase in staff turnover.

• 
  an increase in market share.

• 
  an increase in efficiency.

There are many forces for change within a business. Driving forces are best described as:

• forces that work against the change but work to assist the business in achieving its goal.

• forces that work against the change, creating resistance.

• 
  all forces that affect the business, both positive and negative.

• forces that initiate, encourage and support the change.

Any business looking at implementing change must consider the factors, or forces, that will influence a given situation. This process is known as:

• a Force Field Analysis.

• the Four Drive Theory.

• 
  a SWOT analysis.

• 
  Porter's Generic Strategies.