5 GE Railways plc (GER) operates a passenger train service in Holtland. The directors have always focused solely onthe use of traditional financial measures in order to assess the performance of GER since it commenced operationsin 1992. The Managing Direc

(c) At a recent meeting of the board of directors, the managing director of Envico Ltd said that he considered it

essential to be able to assess the ‘value for money’ of each seminar. He suggested that the quality of the speakers

and the comfort of the seminar rooms were two assessment criteria that should be used in order to assess the

‘value for money’ of each seminar.

Required:

Discuss SIX separate and distinct assessment criteria (including those suggested by the managing director),

that would enable the management of Envico Ltd to assess the ‘value for money’ of each seminar.

(6 marks)

3 The Chemical Services Group plc (CSG), which operates a divisionalised structure, provides services to industrial and

domestic customers in Swingland, a country whose economic climate is subject to significant variations. There have

been a number of recent changes at board level within CSG and therefore the managing director called a meeting of

the board of directors at which each of four recently appointed directors put forward their view as to what their primary

focus should be. These were as follows:

The research and development director stated that ‘my primary focus is upon ensuring that we continue to develop

the products and services that satisfy the requirements of our existing and potential customers’.

The finance director stated that ‘my primary focus is upon keeping our investors satisfied’.

The human resources director stated that ‘my primary focus is upon ensuring that we take all the steps necessary to

establish and maintain our reputation as a responsible employer’.

The corporate affairs director stated that ‘my primary focus is upon the need to ensure that we are recognised as a

socially responsible organisation’.

Required:

(a) Discuss the criteria that should be considered in deciding upon suitable performance measures in respect of

the primary focus of each of the FOUR directors of CSG providing THREE appropriate quantitative measures

for each primary focus.

Note: your answer may include financial or non-financial quantitative measures. (12 marks)

(iii) assesses TSC in terms of financial performance, competitiveness, service quality, resource utilisation,

flexibility and innovation and discusses the interrelationships between these terms, incorporating

examples from within TSC; and (10 marks)

(b) The Superior Fitness Co (SFC), which is well established in Mayland, operates nine centres. Each of SFC’s

centres is similar in size to those of HFG. SFC also provides dietary plans and fitness programmes to its clients.

The directors of HFG have decided that they wish to benchmark the performance of HFG with that of SFC.

Required:

Discuss the problems that the directors of HFG might experience in their wish to benchmark the performance

of HFG with the performance of SFC, and recommend how such problems might be successfully addressed.

(7 marks)

For years people have been saying that the railways are dead. We all keep hearing that trains are slow, that they lose money, that they’re dying. But this is far from the true. In these days of expensive oil, the railways have become highly competitive with motorcars and planes. If you want to carry people or goods from place to place, they’re cheaper than planes. And they have much in common with planes. A plane goes in a straight line and so does a railway. What is more, a railway takes you from the heart of a city center. It doesn’t hold you up as a car does, in endless traffic jams. And a single train can carry goods which no plane or motorcar could ever do.

Far from being dead, the railways are very much alive. Modern railway lines give you a smooth, untroubled journey. Where else can you eat well, sleep in comfort, feel safe and enjoy the scene while you are traveling at speed at the same time? And we are only at the beginning. For we have just entered the age of super-fast trains, trains traveling at 150 miles an hour and more. Soon we will be wondering why we spent so much on motorways we can’t use because we have not enough money to buy the oil and planes we can’t fly in for the same reason.

1. Some people think the railways are dead for many reasons EXCEPT that ____.

A. planes and motorcars have taken the place of trains

B. oil is expensive today

C. trains are slow

D. railways lose money

2. The writers idea seems to be that ______.

A. we can do without railways

B. trains have much in common with motorcars and planes

C. motorcars and planes are not as good as trains

D. trains are as good as motorcars and planes

3. According to the writer, which of the following is NOT the advantage of railways?

A. It is cheaper to travel by train than by plane.

B. Super-fast trains travel even faster than planes.

C. The railway station is usually at the center of a city.

D. A train carries more goods than a motorcar or plane does.

4. The writer thinks that the railways, far from being dead, are very much alive because ___________.

A. we can have a smooth and untroubled journey

B. we’ll not have enough money to fly everywhere

C. we can now travel in super-fast trains

D. all of the above

5. The best title for this passage may be ________.

A. The Best Choice: Train, Motorcar or Plane

B. The Dying Railways

C. Super-fast Trains in the Future

D. Not the End, But the Beginning

听力原文：The foreign exchange market operates much like other financial markets, but isn't located in a specific place like a stock exchange.

(9)

A．The foreign exchange market operates like other financial markets in every respect.

B．The foreign exchange market has a specific place like a stock exchange.

C．There's no physical market place such as stock exchanges for the foreign exchange transactions.

D．The foreign exchange market operates quite differently since the former has no physical market place.

(c) Excluding the number of complaints by patients, identify and briefly explain THREE quantitative

non-financial performance measures that could be used to assess the ‘quality of service’ provided by the

Dental Health Partnership. (3 marks)

(ii) Suggest THREE other performance measures (not applied in (i)) which might be used to assess the

customer perspective of the balanced scorecard of GER. (3 marks)

(d) Suggest a set of SIX performance measures which the directors of SSH could use in order to assess the

quality of service provided to its clients. (3 marks)

A financial ______ should be carried out for any potential venture in the manufacturing sector, in order to assess the relationship between production volume, production cost and profits.

A．break-even analysis

B．benefit streams

C．IRR analysis

D．capital cost

Rate your level of proficiency with managing and maintaining a server environment, including monitoringsystem and server performance, managing Web servers, monitoring and analyzing events, managing softwareupdates and site licenses, monitoring file and print servers, and managing servers remotely. （）

A. I am considered an expert on this. I have successfully done this multiple times without assistance or error. I train or supervise others on this activity. Others come to me when they have questions or need assistance with this.

B. I have successfully done this without assistance and with few errors, but I do not train or supervise others on this activity.

C. I am proficient at this. I have successfully done this on my own, but I occasionally require assistance for some types of problems encountered when doing this and/or occasionally make minor errors.

D. I have successfully done this with the assistance of others or specific instructions.

E. I am a novice. I have not done this yet or I am learning.