OLSM3110 Week 6

An excessively narrow focus on specific performance indicators while neglecting broader goals is called…

• Myopia

• Ossification

• Tunnel vision

• Misinterpretation

The Balanced Scorecard (Kaplan & Norton) assesses performance across four perspectives. Which one is NOT among them?

• Financial

• Innovation and learning

• Supplier effectiveness

• Customer

In the Importance/Performance Matrix, a factor that is highly important to customers but where performance is WORSE than competitors falls in which zone?

• Excess

• Appropriate

• Improve

• Urgent

Which is the correct hierarchy linking performance measurement to organisational direction?

• Measures → Objectives → Strategy → Vision

• Vision → Strategy → Objectives → Measures

• Objectives → Vision → Measures → Strategy

• Strategy → Vision → Objectives → Measures

In the restaurant example, 'Seats' had importance = 8 and performance = 2. Which zone is this?

• Excess

• Appropriate

• Improve

• Urgent

Old KPIs remaining unchanged even after the organisation's strategy has shifted is known as…

• Tunnel vision

• Myopia

• Misinterpretation

• Ossification

The Triple Bottom Line (Elkington, 2013) expands performance beyond profit to include…

• People and Planet

• Processes and Products

• Price and Promotion

• Planning and Prevention

According to Slack et al. (2019), the five performance objectives are Quality, Speed, Dependability, Flexibility, and (a)  

The Balanced Scorecard (Kaplan & Norton, 1995) evaluates performance across four perspectives: Financial, Customer, Internal, and (a)   .

Which of these is an example of an OUTCOME metric for a delivery business?

• Driver hours

• Picking time

• Parcels delivered

• On-time delivery rate