Explain how nonfinancial performance measures for customer satisfaction may differ from functional performance measures.
What will be an ideal response?
Customer satisfaction measures attempt to measure an organization's performance with respect to its external customers. Functional performance measures are internal focused and measure the level of efficiency of processing activities. Many internal performance measures do also relate to the organization's performance with respect to its customers, so a complete separation between the two is not always possible.
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Two years ago, Lynn hired 15 new people into her department. Since their hire, they have undergone training, development, performance appraisals, and compensation review/reward. Now it is time to evaluate ________, in terms of productivity, quality, innovation, satisfaction, turnover, absenteeism, health, and other factors.
A. controls B. results C. programming D. methods E. planning
Ann Arbor Division of the Michigan Company has the following statistics for its most recent operations: Assets available for use (Market Value) $3,600,000 Assets available for use (Book Value) $2,000,000 Ann Arbor Division's return on investment 25% Ann Arbor Division's residual income 200,000 Return on investment (entire Michigan Company) 20% Refer to Michigan Company. What is the target rate of
return in Michigan Company? a. 25% b. 20% c. 15% d. 10%
Forecasts will __________ have some error between the forecasted values and the actual values
a. Not likely b. Likely c. Neither not likely nor likely d. Forecasts will be perfect predictions of the future
________ is a per se violation, where a seller at one level sells goods to a buyer at a different level on the condition that the latter will not resell below an agreed-upon price
A. Group boycott B. Vertical price fixing C. Horizontal price fixing D. Horizontal market division