June 2015 Q3 (Not Clear)

Dear Sir,

I tried to attempt q3 of June 2015 but found somehow vague. For instance in (b) it requires to calculate a suitable KPI for the CSFs under the customer perspective. However, the scenario itself states that the CFO didn’t finalize the CSF for the customer perspective and the CSFs are under question. Are we supposed to develop a suitable CSF and related KPIs as well or why we are requested to calculate a suitable KPI for a wrong CSF?

Under q(c) it requires to comment on the reward system of Victoria…but the concerns mentioned in the scenario by the shareholders and the operational managers don’t have sufficient ground. So are we expected to give advice on a hypothetical basis, like if bonuses are set by the senior management, etc…

Thank you and look forward to hearing from you