OLSM3110_Performance Measurements Quiz

Which of the following is NOT one of the five performance objectives?

• Quality

• Cost

• Popularity

• Speed

What does the "Dependability" performance objective focus on?

• Being productive

• Being on time

• Being flexible

• Being cost-effective

Which tool is NOT used for performance measurement?

• The Balanced Scorecard

• Perceived User Value

• Importance/Performance Matrix

• SWOT Analysis

What are the four key perspectives of the Balanced Scorecard?

• Financial, Customer, Internal, Innovation & Learning

• Financial, Employee Engagement, Product Innovation, Customer Service

• Market Share, Profitability, Social Media Engagement, Cost Efficiency

• Strategic Planning, Risk Management, Employee Performance, Customer Loyalty

A hospital wants to measure patient satisfaction with their services. Under which Balanced Scorecard perspective does this fall?

• Customer

• Financial

• Innovation & Learning

• Internal

A car dealership finds that customers highly value after-sales service, but their performance in this area is below average. According to the Importance/Performance Matrix, what should they do?

• Invest resources in improving after-sales service

• Reduce focus on after-sales service and invest in advertising

• Lower the price of cars instead

• Stop offering after-sales service

A delivery company wants to reduce the number of packages lost in transit. Which metric should they improve?

• Delivery success rate

• Inventory turnover

• Customer acquisition cost

• Employee training hours

Performance measurement should always be done using qualitative methods only.

• TRUE

• FALSE

Measuring performance helps organizations align their strategy with objectives.

• TRUE

• FALSE

Benchmarking can be used to learn from best practices and improve organizational processes.

• TRUE

• FALSE