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2
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100
What is the goal of Performance Measurement System? a. To measure revenue b. To implement strategy c. To increase shareholder wealth d. To implement growth
b. To implement strategy
100
What type of products/services did CUP Corporation offer? a) Styrofoam cups b) Insurance c) Automobile d) Plastic cups
b) Insurance
100
CUP Corporation is an insurance firm located in…? a) China b) Germany c) Canada d) US
b) Germany
200
Which of the following is not a reason for dissatisfied customers regarding CUP Corporation? a) Price b) Problem with agents c) Bad claims processing d) Too much information
d) Too much information
200
Customer Care Center (CCC) is a/an a) Profit center b) Expense center c) Revenue center d) Investment center
a) Profit center
200
Which of the following is one of the critical issues that CUP Corporation is facing? a) High lapse rate b) Low lapse rate c) Regulated market d) Very high growth
a) High lapse rate
300
1. What is the goal of Performance Measurement System? a. To measure revenue b. To implement strategy c. To increase shareholder wealth d. To implement growth
b. To implement strategy
300
What was the solution that Cup Corporation’s BOD created? a. Customer retention center b. Outsource operations c. Customer Care Center d. Customer Service Office
c. Customer Care Center
300
Whose needs does a performance measurement system attempts to address? a.Employees b.Shareholders c.Customers d.Stakeholders
d.Stakeholders
400
What are the disadvantages of using just financial measures as performance measures? a. Upsets customers and managers b.Goal congruence & miscommunication c.Divisional managers focus on long term value of the company d.There are no disadvantages of using just financial measures as performance measures
b.Goal congruence & miscommunication
400
Which one of the following is NOT a perspective of a Balanced Scorecard? a. Financial b. Customer c.Risk Management d. Internal Business
c.Risk Management
400
What percent of problems would CCC be able to answer on first call? a. 80% b. 90% c. 70% d. 60%
b. 90%
500
What can a profit center control? a. Expenses b. Revenue & Expense c. Revenue d. Profit & Investment
b. Revenue & Expense
500
Which of the following is NOT a characteristic of a good balanced scorecard? a) Realistic and practical b) Hard to achieve and unrealistic c) Achievable d) Limited in numbers
b) Hard to achieve and unrealistic
500
What is the structure of CUP Corporation a. Centralized b. Horizontal c. Decentralized d. Circular
c. Decentralized
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