18 marks questions

1. Suppose that A Company you are working for is going to implement a PMS.
a) What are the key factors for the implementation of the PMS?
b) What is of important in the given situation?
c) Define and discuss in details other various factors of PMS
2. KIPs for charitable organization - difference between chartable KIP and KIP for profit -
which KIPs would you choose for a charitable organization and why
3. a. How can operational performance drivers be linked to overall performance targets?
b. What characterizes intelligence initiatives, also called business intelligence initiatives, in
this context?
c. How are they different from typical strategic business activities and why are they
important in today's business world?
4. a. What are the main characteristics of most performance frameworks that are used to
help an organization to assess and manage their performance?
b. How can a performance measurement system serve as a feed forward and feedback
system in this context?
c. Give examples.
5. Max Weber's ideal model of Bureaucratic Organization? Is it relevant in today's world?
Disadvantages? History behind? Your take on the theory?
6. What KPI you will use in a Non-profit organization? How it will be different from "For
Profit" organization? Pitfalls of KPI? (case study)
7. Relationship between management, performance management and human resource
8. Intellectual capital - Advantages and disadvantages
9. Explain purpose and CLV calculation
10. Characteristics of Performance Frameworks
11. CLV calculation
12. Set KPIs for a charitable institution and how it is different from for profit entity and pitfalls
in KPI setting.
13. Factors in successful implementation of PMS
14. Company is using EFQM approach and has heard good reviews about BSC approach. So is
it true and what are the advantages and pitfalls of BSC and how will it be important to
achieve the goal of performance management
15. Methods to measure IC.... Define IC and its origin....
16. P/b P/E and dividend yield.... 3% interest.... Which category they fall.... Advantage and
disadvantages....
17. Definition of performance management, and how the theories shaped the performance
measurements
18. Intellectual Capitals, define IC and its origin, classification IC
19. charity KPIs & describe Customer lifetime value analysis

6 marks questions
20. EFQM concept and components
21. You are finance manager of a company and they have a doubt that the major revenue of
the entity is from 3 customers. Which tool to be used to confirm that and why
22. Define acquisition cost - why are important in customer lifetime value
23. Define customer capital - Why customer capital are important and how they are linked to
other IC
24. What does the operations performance objective "flexibility" include? Explain the
objective and mention some of the challenges that come with this objective.
25. The Balanced Scorecard (BSC) is a very popular performance measurement tool. Discuss in
detail strengths and weaknesses of this approach.
26. What KPI you will use in a Non-profit organization? How it will be different from "For
Profit" organization? Pitfalls of KPI? (case study)
27. Discuss the Performance Management System? Disadvantages?
28. Discuss Operational Performance and its performance objective?
29. EVA alternatives and their advantages and disadvantages
30. How technologies helpful for implementation of performance management systems?
31. Explain acquisition cost and impact on CLV
32. Criticisms of traditional accounting measures based on what happened in 1920s
33. Steps in benchmarking and importance of benchmarking
34. Performance Prism Strengths and weaknesses
35. Why ROI and EPS criticized &What measures to improve them
36. Behavioral theory & assumptions and its conclusion
37. How PMS can be used as motivational tool
38. Difference between tangible and intangible assets
39. Max weber ideal bureaucratic system
40. Different dimensions of EFQM were given and asked to explain them
41. Explain about ROI, ROE, ROA
42. BSC advantages and disadvantage
43. compare tangible / intangible assets & define ROE, ROI and ROA;
MCQs
1. What does the metric "conversion of inquiries to sales leads" measure?
Select one:
- Percentage of inquiries per sales leads
- Percentage of sales leads per earning
- Percentage of earning per sales leads
- Percentage of sales leads per inquiries

2. Which of the following actions is the least effective step to deal with extra costs for services
provided to customers?
Select one:
- Renegotiate contracts or even terminate a business relation with a customer
- Charge for selected services
- Cut back on services provided
- Moderately change efficiency of services

3. Which of the following statements regarding customer profitability analysis is correct?

Select one:
- Customer profitability analysis does not look at operational process of creating products.
- Customer profitability analysis focuses on selected process of creating and selling
products to customers.
- Customer profitability analysis concentrates on strategically relevant process of creating
and selling products to customers,
- Customer profitability analysis looks at each segment of the process of creating and
selling products to customers.

4. Which of the following performance measurement tools is primarily used for strategy
development?
Select one:
- EFQM Excellence Model
- Performance Prism
- SMART Performance Pyramid
- Balanced Scorecard

5. What is an advantage of including financial measures when managing and measuring

intellectual capital?
Select one:
- Financial measures affect attitudes and behaviors.
- Financial measures clearly link spending on intangibles with profits.
- Financial measures better predict future performance and infrastructure requirements.
- Financial measures better determine the process and system usefulness and
effectiveness.
6. There are several groups of methods of measuring the intellectual capital. In which of the
groups does the Balanced Scorecard fall?
Select one:
O Return on assets methods
O Direct intellectual capital methods
O Market capitalization methods
O Scorecard methods

7. Which of the following performance measurement concepts paints the organization as a

system of interlinked objectives?
Select one:
- Balanced Scorecard
- EFQM Excellence Model
- SMART Performance Pyramid
- Performance Prism

8. Which of the following empirical factors is the least helpful in estimating the retention rate of
customers?
Select one:
- Customer spending pattern
- Switching barriers
- Customer satisfaction
- Variety-seeking behavior

9. Which of the following is not necessarily an advantage of implementing intellectual capital

measures in an organization?
Select one:
- Prioritization of critical knowledge issues
- Increase in motivation for senior management
- Increase in innovation
- Identification and mapping of intangible assets

10. Which of the following actions is best suited to manage the cost of measuring performance?
Select one:
- Measures must be examined to determine if they are adequately contributing to the
strategic intentions of the organization.
- Unnecessary operational performance metrics should be eliminated before inadequate
strategic measures are considered,
- Strategic and operational measures must be examined to determine if they create
shareholder value.
- Inadequate strategic performance metrics should be eliminated before unnecessary
operational measures are considered.
11. Which of the following statements concerning the performance measures is correct?
Select one:
-Performance measures should be integrated both across the organization's functions and
through its hierarchy, encouraging congruence of goals and actions.
-Performance measures should be segregated in line with the organization's functions and
through its hierarchy, encouraging the individual achievement of goals and actions.
-Performance measures should be integrated across the organization's functions but not
through its hierarchy, to avoid unnecessary complexity.
-Performance measures should be mapped to the organization's functions to alien the
strategy with operational goals and actions

12. The performance metric "new product introduction," which compares the actual
introduction schedule of a new product with the plan, would be included in which of the
following Balanced Scorecard perspectives?
Select one:
- Customer perspective
- Financial perspective
- Internal perspective
- Innovation and learning perspective

13. When determining customer-specific costs, each account in the general ledger needs to be
mapped to which of the following components?
Select one:
- Customers
- Resources
- Cost centers
- Activities

OTHER MCQ QUESTIONS

1. First step of IC assessment Implementation
2. Tangible asset characteristics
3. Customer Lifetime Value components
4. Criteria that comes under quality and Service contracts
5. Theory before 1950

https://getlucidity.com/strategy-resources/the-complete-list-of-charity-kpis/
Here is a list of KPI's for Charity organization
14. Which of the following researchers suggested quantitative measures. To determine the best
options for boosting performance in scientific management?

Select one:
• F. Taylor
• G. Gantt
• H. Ford

• F. Taylor
• G. Gantt
• F. Gilbert

• H. Fayol
• G. Gantt
• H. Ford

• F. Taylor
• M. Weber
• F. Gilbert