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Hi sir, I would like to ask question 2 (c) Discuss the difficulties of measuring qualitative factors of performance.
I don’t understand the meaning of “qualitative factors of performance”, as before I looked into the sample answers from BPP Revision Kit Page 226, I thought the answers should be “discussing about the difficulties to measure the qualitative FACTORS of performance” rather than “difficulties of measuring qualitative performance”.
If you are going to measure qualitative performance you have to decide what to measure eg customer service. However, that cannot be directly measured and you need measurable proxies or factors such as speed of response, helpfulness, expertise…
Deciding on appropriate factors and how to measure them means measuring qualitative performance is difficult.
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