Question June 2013 No 2 Squarize

Training itself would not be a goal - it could be a way of trying to achieve a goal. So more training could certainly mean they handle complaints better. But the goal would be to reduce the number of complaints. As a performance measure you could therefore have put "number of hours of staff training on how to handle complaints" (because the performance measure has to be something that can actually be measured).

okay sir please let me know if: For customer perspective GOAL :Reduce customer complaint Performance measurement :Number of complaints per thousand calls Explanation : average rate of unsatisfied customer. Will it be ok??

That is certainly OK :-)

great sir thank you..

You are welcome :-)

Sir, There is a question JUN 2012 "Sauce Co manufactures and sells cartons of cooking sauce............." Is it still in syllabus.. can we expect to have these type of questions?? Thank you sir

Calculations on time series and regression analysis were both removed from the syllabus several years ago. They are a Paper F2 topic. (That is why they are not covered in our free lectures for F5 :-) )

Thank you sir

You are welcome :-)