performance measurement and control 2 Flashcards
what are the issues with using surrounding the use of financial performance indicators to monitor performance
- Short-termism
- Manipulation of results
- Do not convey the full picture
what non financial indicators are important to show fully how successful a business is
Competitiveness
* Flexibility
* Resource utilization
* Quality
* Innovation
* Customer Satisfaction
what is a balanced scorecard
it is a performance measurement tool that creates a balance between financial and non-financial aspects
how can having a financial perspective help create value for a company
Three core financial themes which will drive the business strategy:
- Revenue growth and mix,
- Cost reduction and
- Asset utilization
what is customer perspectives
his considers how the organization appears to customers.
The organisation should ask itself:
‘to achieve our vision, how should we appear to our customers?
how can a company use knowledge of customer perspectives to achieve its goals
If customer objectives are achieved, revenue objectives should be too. companies should do mr and optimize their selling to meet exact needs of the customers to give them a competitive advantage
what revenue objectives will be achieved if customer objectives are achieved as well
- On time delivery
- Percentage of sales from new products
- Customer retention rate (Customer
satisfaction) - Number of rejections
how can a business use internal perspective to achieve its aims and goals
This requires the organisation to ask itself: ‘what must we excel at to achieve our financial and
customer objectives?
what processes must the company look at to inmporve its internal functions ( 3 processes)
These will include:
* Innovation process (Development of new products)
* Operations process
* The post-sales process
how does having a Learning and growth perspective help the business in achieving its goals and aims
This requires the organisation to ask itself whether it can continue to improve and create value.
The organisation must continue to invest in its infrastructure that is people, systems and
organisational procedures in order to improve the capabilities which will help the other three
perspectives to be achieved.
what 3 aspects should a company look at to improve In this area
Staff Training
* Staff abseentism
* Employee satisfaction
what does the building block model show
The Building Block model was proposed by Fitzgerald and Moon in 1996. it focussed on
performance measurement in service businesses.
what 3 areas are looked at for the building block model
Dimensions - relevant aspects of the business to set measures for
* Standards - what characteristics the system should have
* Rewards - benefits of adopting the structured process
what principles does a good building block model need to follow
- clear targets need to be set for staff
- the targets must be challenging to be motivational but still be achievable
- the targets should be fair and should be based on things staff can control so they can achieve it within their control
what dimensions does the building block model measure
- profit
-competitiveness
-quality
-resource utilisation
-flexibility
-innovation