performance measurement and control 2 Flashcards

1
Q

what are the issues with using surrounding the use of financial performance indicators to monitor performance

A
  • Short-termism
  • Manipulation of results
  • Do not convey the full picture
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2
Q

what non financial indicators are important to show fully how successful a business is

A

Competitiveness
* Flexibility
* Resource utilization
* Quality
* Innovation
* Customer Satisfaction

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3
Q

what is a balanced scorecard

A

it is a performance measurement tool that creates a balance between financial and non-financial aspects

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4
Q

how can having a financial perspective help create value for a company

A

Three core financial themes which will drive the business strategy:

  • Revenue growth and mix,
  • Cost reduction and
  • Asset utilization
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5
Q

what is customer perspectives

A

his considers how the organization appears to customers.

The organisation should ask itself:
‘to achieve our vision, how should we appear to our customers?

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6
Q

how can a company use knowledge of customer perspectives to achieve its goals

A

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

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7
Q

what revenue objectives will be achieved if customer objectives are achieved as well

A
  • On time delivery
  • Percentage of sales from new products
  • Customer retention rate (Customer
    satisfaction)
  • Number of rejections
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8
Q

how can a business use internal perspective to achieve its aims and goals

A

This requires the organisation to ask itself: ‘what must we excel at to achieve our financial and
customer objectives?

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9
Q

what processes must the company look at to inmporve its internal functions ( 3 processes)

A

These will include:
* Innovation process (Development of new products)
* Operations process
* The post-sales process

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10
Q

how does having a Learning and growth perspective help the business in achieving its goals and aims

A

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.

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11
Q

what 3 aspects should a company look at to improve In this area

A

Staff Training
* Staff abseentism
* Employee satisfaction

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12
Q

what does the building block model show

A

The Building Block model was proposed by Fitzgerald and Moon in 1996. it focussed on
performance measurement in service businesses.

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13
Q

what 3 areas are looked at for the building block model

A

Dimensions - relevant aspects of the business to set measures for
* Standards - what characteristics the system should have
* Rewards - benefits of adopting the structured process

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14
Q

what principles does a good building block model need to follow

A
  1. clear targets need to be set for staff
  2. the targets must be challenging to be motivational but still be achievable
  3. the targets should be fair and should be based on things staff can control so they can achieve it within their control
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15
Q

what dimensions does the building block model measure

A
  • profit
    -competitiveness
    -quality
    -resource utilisation
    -flexibility
    -innovation
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16
Q

what standards must the model adhere to

A
  • employees must be involved so they take ownership. of their work
  • tasks must be challenging but achievable
  • tasks set should be fair and there must be controllability within the tasks
17
Q

what are the important qualities of the rewards in this model

A
  • there should be clarity on what the rewards are and how to achieve them,
  • the rewards must be substantial so they motivate the staff
  • the rewards must be within the control of staff to achieve
18
Q

what is divisional performance measurement

A

The way in which the central management of an organization measures the performance of each of the individual divisions in a divisionalized structure.

Methods used include return on capital employed, residual income, and profit-to-sales ratio

19
Q

what are the different responsibility centers in a business

A

cost centre

revenue center

profit center

investment center

20
Q

what is Return on investment ROI

A

ROI tries to directly measure the amount of return on a particular investment, relative to the investment’s cost

21
Q

how to calculate ROI

A

Controllable profit / capital employed. x 100

22
Q

what is controllable profit

A

it is profit taken after depreciation but before tax

23
Q

what to remember about how you will be given controllable profit in the exam

A

if controllable profit is not given in exam you can use the profit figure closest to this. assume the profit is controllable unless told otherwise

24
Q

what is capital employed formula

A

total assets - current liabilities

or

total equity + long term debt

25
Q

advantages of using ROI as a performance measure

A
  • as a relative measure given as a percentage it enables comparisons to be made with divisions or companies of different sizes
  • it can be broken down into smaller secondary ratios for more detailed analysis like prof margin or asset turnover
26
Q

disadvantages of using ROI as a performance measure

A

-may lead to dysfunctional decision making e.g a division with 30% ROI want take an investment with 22% ROI even if not would meet company goals as the manager doesn’t wan tot reduce his ROI ratio as that’s how he gets his bonus

-ROI increases with the age of the asset if NBVs are used, thus giving managers an incentive
to hang on to possibly inefficient, obsolescent machines

-It may encourage the manipulation of profit and capital employed figures to improve results,
e.g. in order to obtain a bonus payment.\

  • Different accounting policies can confuse comparisons (e.g. depreciation policy).
27
Q

how to calculate Residual Income

A

Controllable profit – Notional interest on capital

28
Q

what is national interest on capital

A

capital employed x national cost of capital OR Interest rate

29
Q

what are the advantages of using RI

A
  • It encourages investment center managers to make new investments if they add to RI. A
    new investment might add to RI but reduce ROI. In such a situation, measuring performance
    by RI would not result in dysfunctional behavior, i.e. the best decision will be made for the
    business as a whole.
  • Making a specific charge for interest helps to make investment center managers more aware
    of the cost of the assets under their control.
  • Risk can be incorporated by the choice of interest rate used: different interest rates for the
    notional cost of capital can be applied to investments with different risk characteristics
30
Q

what are the disadvantages of using RI

A
  • It does not facilitate comparisons between divisions since the RI is driven by the size of
    divisions and of their investments.
  • It is based on accounting measures of profit and capital employed which may be subject to
    manipulation, e.g. in order to obtain a bonus payment.
31
Q

what is transfer pricing

A

Transfer pricing refers to the prices of goods and services that are exchanged between companies under common control

32
Q

what are the objectives of transfer pricing?

A
  • goal congruence- where everyone moves towards the same final goal
  • it is a performance measurement as one company may make a profit or loss but the overall profit between the business is increasing
  • autonomy
  • maximisations of overall group objectives
33
Q

what are the types of transfer pricing

A
  • marginal cost approach - this covers the direct costs of producing an extra unit and selling as fc doesn’t change
  • full cost approach
  • market based approach
  • opportunity cost approach
34
Q

when would we pay marginal cost for tp

A

If Cole has spare capacity, then the opportunity cost will be zero and TP will simply be set at marginal cost

35
Q

when would we pay opportunity cost

A

Opportunity cost will be based on what contribution Cole would be earning if it did not have to make and sell the balls to Crouch

36
Q

what is the problem of non-quantifiable objectives

A

The not-for-profit sector incorporates a diverse range of operations, including national government, local government, charities, executive agencies, trusts and so on. The critical thing about such operations is that they are not motivated by a desire to maximize profit

37
Q

what is the problem of multiple objectives

A

The primary objective in not-for-profit organizations is not to make money, but to benefit prescribed groups of people. As with any organizations, NFPs will use a mixture of financial and non-financial objectives

38
Q

what is the use of value for money

A

A common method of assessing public sector performance is to assess value for money (VFM).
This comprises three elements:

  • Economy – an input measure. Are the resources used the cheapest possible for the quality
    required?
  • Efficiency – here we link inputs with outputs. Is the maximum output being achieved from
    the resources used?
  • Effectiveness – an output measure looking at whether objectives are being met.