4 Flashcards
business change and KPIS
business change
key performance indicators
percentage of market share
net profit figures
number of sales
number of customer complaints
business change
is the alteration of behaviours, policies and practices of a business.
key performance indicators
are criteria that measure how efficient and effective
a business is at achieving different objectives.
percentage of market share
measures a business’s proportion of total sales in a specific industry, expressed as a percentage.
percentage of market share = a business’s total sales / total sales in the business’s industry x 100
net profit figures
are calculated by deducting total expenses incurred from total revenues
earned over a period of time.
number of sales
is the amount of goods and services sold by a business within a
specific time period.
number of customer complaints
is the amount of customers who have notified
the business of their dissatisfaction.
HR and operations KPIS
rates of staff absenteeism
level of staff turnover
number of workplace accidents
level of wastage
rate of productivity growth
rates of staff absenteeism
is the average number of days employees are not present when
scheduled to be at work, for a specific period of time.
rates of staff absenteeism = total number of days all staff are absent for a period of time / total number of staff
level of staff turnover
is the percentage of employees that leave a business in a year and
have to be replaced.
level of staff turnover = total number of staff leaving in a year / total number of staff required x 100
number of workplace accidents
measures the amount of injuries and unsafe incidents that occur at a work location over a period of time.Workplace accidents can occur due to:
• old or faulty equipment
• poorly trained employees
• dangerous nature of work tasks
• unsafe working practices
level of wastage
is the amount of inputs and outputs that are discarded
during the production process.
rate of productivity growth
is the increase in outputs produced from a given
level of inputs over time. rate of productivity growth = new productivity rate - old productivity rate / old productivity rate x 100
force field analysis
theory is a model that determines if businesses should proceed with a proposed change. This model identifies and examines factors which promote or hinder the change from being successful.
force field analysis forces
driving forces
restraining forces
driving forces
are factors within or outside the business’s environment which promote change.
restraining forces
are factors within or outside the business’s environment which resist change.
force field analysis steps
Step 1: Identify need for change
Step 2: Identify driving forces
Step 3: Identify restraining forces
Step 4: Assign scores
Step 5: Analyse and apply
internal driving forces
driving forces
managers as driving forces
employees as a driving force
pursuit of profit as a driving force
reduction of costs as a driving force
driving forces
are the factors within or outside the business environment which promote change.
managers as a driving force
Managers will act as an internal driving force as they are incentivised to push for change that will help the business better fulfil its objectives. At any level of management, the achievement of objectives will reflect positive performance. This can improve a manager’s job security or create financial benefits.
employees as a driving force
In return for their contribution to the business, employees have their own expectations. These include competitive wages, supportive working conditions, and training. As such, any proposed change that can improve the working conditions of employees will see them become a driving force.
pursuit of profit as a driving force
opportunities to improve financial performance will often encourage a business to change. Additionally, this will make a business better able to fulfil its obligations, such as providing a return to shareholders.
reduction of costs as a driving force
Strategies that reduce wastage or improve productivity can reduce a business’s costs and improve its profitability as often this will lead to an increase in a business’s net profit margin.