A KPI for staff satisfaction is

Rate of absenteeism, Staff turnover

Restraining forces are

Factors that work against change, creating resistance

‘Net profit figures’ means the

The difference between revenue & expenses

A KPI for operations management

Number of customer complaints, Rate of productivity growth, Level of wastage

‘Number of customer complaints’ is the amount of...

Customers expressing dissatisfaction with the business

‘Level of staff turnover’ is the

Number of employees leaving and being replaced

Factors that encourage, foster and initiate change

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VCE Unit 4 Business Management AOS 1 Reviewing Performance

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Questions 15

Answers

1
A KPI for staff satisfaction is
Rate of absenteeism
Net profit figures
Number of customer complaints
Staff turnover
2
Force Field Analysis theory was developed by
Lewin
Lawrence and Nohria
Locke and Latham
Lawrence and Hardy
3
Restraining forces are
Strategies for getting employees to agree to change
Factors that encourage, foster and initiate change
Strategies for influencing employees to accept a change
Factors that work against change, creating resistance
4
‘Net profit figures’ means the
Number of products sold
The difference between revenue & expenses
Change in productivity
Share of industry sales as a %
5
An example of a driving force is
Managers
Dissatisfied employees
Organisational inertia
Communication
6
A KPI for operations management
Market share
Number of customer complaints
Rate of productivity growth
Level of wastage
7
An example of a restraining force is
Reduction of costs
Financial considerations
Globalisation
Pursuit of profit
8
An example of a driving force is
organisational inertia
time
legislation
financial considerations
9
An example of a restraining force is
Organisational Inertia
A positive corporate culture
Pursuit of profit
High productivity
10
A KPI for marketing success is
Number of injuries
Level of wastage
Rate of productivity growth
Number of sales
11
‘Number of customer complaints’ is the amount of...
Customers expressing dissatisfaction with the business
Staff leaving the business
Products sold in normal operations
Unwanted material created by production
12
‘Level of staff turnover’ is the
Share of industry sales as a %
Number of employees leaving and being replaced
Number of products sold
Number of employees who stay home from work
13
KPIs need to be
results of a survey
indexes
measurable
locked in
14
A KPI for product quality is
Level of wastage
Net profit figures
Staff turnover
Number of customer complaints
15
Driving forces are
Strengths Weaknesses Opportunities and Threats
Factors that encourage, foster and initiate change
Strategies that exert influence over others
Factors that work against change, creating resistance

VCE Unit 4 Business Management AOS 1 Reviewing Performance Flashcards | StudBud