QUESTION: 5

A company is reviewing its critical success factors and key performance indicators So far. it has key performance indicators for the following

The time to deliver orders for products Consumer satisfaction with products Wastage in product production The qualifications of production employees

Which area of Kaplan and Norton's balanced business scorecard has NOT been considered?

Learning and growth
Internal business process
Customer
Financial

Answer(s): D

Explanation:

Kaplan and Norton's Balanced Business Scorecard is a strategic framework that evaluates organizational performance across four key perspectives: Financial, Customer, Internal Business Processes, and Learning and Growth . To determine which area has not been considered, we need to map the provided KPIs to these perspectives.

Mapping the KPIs:

The time to deliver orders for products:
This relates to operational efficiency and falls under the Internal Business Process perspective.

Consumer satisfaction with products:
This directly measures customer experience and falls under the Customer perspective.

Wastage in product production:
This also relates to operational efficiency and falls under the Internal Business Process perspective.

The qualifications of production employees:
This measures employee capabilities and development, falling under the Learning and Growth perspective.

Evaluating Each Perspective:

Financial:
None of the provided KPIs address financial performance, such as revenue, profitability, or cost management.
Conclusion: This perspective has not been considered .

Customer:
Consumer satisfaction with products is a clear indicator of the Customer perspective.
Conclusion: This perspective has been considered.

Internal Business Process:
Both "time to deliver orders" and "wastage in production" relate to internal processes.
Conclusion: This perspective has been considered.

Learning and Growth:
The qualifications of production employees indicate employee development, which aligns with this perspective.
Conclusion: This perspective has been considered.

Final Recommendation:

The Financial perspective has not been considered in the company's KPIs.

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QUESTION: 6

AlpmeTrails is a company that specialises in offering tailored walking holidays The company was set up by two people, who each own 50% of the business AlpineTrails books hotels, transport and equipment to create bespoke holidays for AlpineTrails customers.

An agreement was recently reached with WalkNation. a national walking organisation, for AlpineTrails to provide a number of special holidays for its members These will be branded as WalkNation Holidays AlpineTrails will be responsible for organising the holidays but WalkNation will undertake the marketing and booking of these special holidays for its members

As well as customers, which THREE stakeholder groups are represented in this scenario?

Owner
Partner
Supplier
Manager.
Competitor

Answer(s): A,B,C

Explanation:

To identify the stakeholder groups represented in the scenario, we need to analyze the relationships and roles described:

Stakeholder Groups in the Scenario:

Owner:
The two founders of AlpineTrails, who each own 50% of the business, are clearly stakeholders as owners. They have a vested interest in the success of the business and its partnerships.

Partner:
WalkNation is described as a partner organization that collaborates with AlpineTrails to offer special holidays for its members. This partnership involves shared responsibilities (marketing and booking by

WalkNation, holiday organization by AlpineTrails).

Supplier:
AlpineTrails books hotels, transport, and equipment to create bespoke holidays. These entities (hotels, transport providers, equipment suppliers) are suppliers to AlpineTrails and play a critical role in delivering the holidays.

Manager:
While managers may exist within AlpineTrails, they are not explicitly mentioned in the scenario.
Therefore, this group is not represented.

Competitor:
Competitors are not mentioned or implied in the scenario, so this group is not represented.

Evaluation of Each Option:

A . Owner:
The two founders of AlpineTrails are explicitly described as owners.
Conclusion: This is a relevant stakeholder group .

B . Partner:
WalkNation is explicitly described as a partner.
Conclusion: This is a relevant stakeholder group .

C . Supplier:
Hotels, transport, and equipment providers are implicitly described as suppliers.
Conclusion: This is a relevant stakeholder group .

D . Manager:
Managers are not explicitly mentioned in the scenario. Conclusion: This is not a relevant stakeholder group .

E . Competitor:
Competitors are not mentioned or implied in the scenario. Conclusion: This is not a relevant stakeholder group .

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QUESTION: 7

IT services has commissioned a new desktop PC replacement project that has been funded and running for three months, with a fully-engaged sponsor and programme manager appointed

The head of IT services has not been involved beyond the initial project start-up interviews and has not attended any of the project meetings

What position on the power interest and does the head of IT services currently occupy?

High power or influence but low interest
Some power and influence and some interest
High power or influence and high interest
Low power and influence but high interest

Answer(s): A

Explanation:

To determine the position of the head of IT services on the power-interest grid , we need to evaluate their level of power/influence and interest in the project.

Key Considerations:

Power/Influence: The head of IT services holds a senior leadership role, which implies they have significant authority and influence over IT-related decisions and resources. This places them in the "high power" category.

Interest: Despite their authority, the head of IT services has not been actively involved in the project beyond the initial start-up interviews and has not attended any project meetings. This indicates a lack of ongoing engagement or interest in the project's progress.

Evaluation of Each Option:

A . High power or influence but low interest:
The head of IT services has significant authority (high power) but is disengaged from the project (low interest).
Conclusion: This is the correct answer .

B . Some power and influence and some interest:
This option suggests moderate levels of both power and interest, which does not align with the head of IT services' senior role and lack of involvement.
Conclusion: This is not correct .

C . High power or influence and high interest:
While the head of IT services has high power, their lack of attendance at project meetings indicates low interest.
Conclusion: This is not correct .

D . Low power and influence but high interest:
The head of IT services clearly has high power due to their senior leadership role, so this option is incorrect.
Conclusion: This is not correct .

Final Recommendation:

The head of IT services occupies the position of high power or influence but low interest on the power-interest grid.

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QUESTION: 8

A business case contains the following in its management summary:

'The recommended option meets the new regulatory requirements. It will ensure our products remain in the marketplace and be the first to receive compliance certification, which will enhance our reputation as the market leader

New business policies and processes will be introduced, which may temporarily reduce productivity. The action plan will be communicated to all staff at the next monthly meeting?

Which TWO categories of costs and benefits are described in this extract?

Tangible costs
Intangible costs.
Tangible benefits
Intangible benefits
Irregular costs

Answer(s): B,D

Explanation:

To identify the categories of costs and benefits described in the extract, we need to analyze the content carefully:

Extract Analysis:

"New business policies and processes will be introduced, which may temporarily reduce productivity":

This refers to a cost associated with implementing new policies and processes.

Productivity is an intangible factor because it cannot be directly measured in monetary terms.

Category: Intangible costs .

"It will ensure our products remain in the marketplace and be the first to receive compliance certification, which will enhance our reputation as the market leader":

This refers to a benefit related to maintaining market presence, achieving compliance, and enhancing reputation.

Reputation and market leadership are intangible factors because they are qualitative and not directly quantifiable in monetary terms.

Category: Intangible benefits .

Evaluation of Each Option:

A . Tangible costs:
Tangible costs are measurable financial expenses (e.g., equipment, labor). The extract does not mention any specific financial costs.
Conclusion: This is not relevant .

B . Intangible costs:
The temporary reduction in productivity is an intangible cost.
Conclusion: This is relevant .

C . Tangible benefits:
Tangible benefits are measurable financial gains (e.g., increased revenue). The extract does not mention any specific financial benefits.
Conclusion: This is not relevant .

D . Intangible benefits:
Enhanced reputation and market leadership are intangible benefits.
Conclusion: This is relevant .
E . Irregular costs:
Irregular costs refer to one-time or infrequent expenses. The extract does not describe such costs.
Conclusion: This is not relevant .

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