Final Examinations in BED 109

Measuring marketing performance: Which way is up?

1. Defined as success in winning and retaining customer preference and thereby achieving the firm’s
long-term goals.

a. Effective Marketing

c. Effective Market

b. Effective Advertising

d. Effective Advertise

2. Defined as being both the whole company’s activities designed to satisfy customers and achieve its
own objectives.

a. Advertising

c. Performance

b. Marketing

d. Strategy

3. The degree of market success attained by a product at market maturity.

a. Marketing

c. Performance

b. Satisfaction

d. Customer Loyalty

4. These are example of performance measures except:

a. Customer Loyalty

c. ROI
b. Customer Satisfaction

d. ROP

5. Refers to the generation and dissemination of and responsiveness to market intelligence pertaining to
current and future needs of customers.

a. Market Orientation

c. Competitor Orientation

b. Customer Orientation

d. Shareholder Orientation

6. They believed that the marketing paradigm is best for business compared to alternative orientations.

a. Advertisers

c. Shareholders

b. Marketers

d. Customers

7. Refer to “the sufficient understanding of one’s target buyers to be able to create superior value for
them continuously.

a. Competitor Orientation

c. Customer Orientation

b. Market Orientation

d. Shareholder Orientation

ANSWER KEY:

1. A
2. B

3. C

4. D

5. A

6. B

7. C

1. it have documented tremendous disparities in the productivity of sofware developers.

A. Krasner and iscoe B. Curtis and krasner C. Curtis and krasner and Iscoe
2. They observed elsewhere, there has been surprisingly little substantial research into the nature of
differential inherent capabilities.
A. Krasner and Iscoe B. Rob Austin and Pat Larkey C. Curtis and Krasner
3. Is valued primarily for the logistical , status, and research information it conveys, which provides
insights supports organizational learning, allows better short term management and long-term
improvement of organizational processes.
A. Informational Measurement
B. Convetional performance measurement frameworks
C.Motivational Measurement
4.Is explicitly intended to affect the people who are being measured.
A.Informational Measurement
B. motivational measurement
C. Conventional performance measurement frameworks
TRUE OR FALSE
TRUE 1.Research frameworks must emphasize the completeness problem and explore the potential for
problems measurability, attributability, and evaluability to complicate and make dysfunctional any
attempts at performance measurement.
TRUE 2.Because of the prevalence of the problem of incompleteness of measures in knowledge work,
the degree to which workers can be internally motivated to create value must be endogenously included
in performance measurement models.
TRUE 3. TASK differentials must be somehow included in presentation of measurement and behavior.
Answer: True/ false
1.C 1. True
2.B 2. True
3.A 3. True
4.B 4. True
1. A strategic plan is an executive teams Blueprint for changing the organization and growth.

A.) The challenge of creating shared Understanding and focus

B.) The Importance of defining the critical few

C. The Importance of shared Understanding to executive teams

D.) The Impact of focus on strategic planning effectiveness

2. Organization facing complex challenges appear to experience difficulty in reducing the possible set of
strategic Initiatives.

A.) The challenge of creating shared Understanding and focus

B.) the Impact of focus on strategic planning effectiveness

C.) The Importance of shared Understanding to executive teams

D.) The Importance of defining the critical few

3. An accumulating body of knowledge in the strategic management.

A.) The Importance of defining the critical few

B.) The Impact of focus on strategic planning effectiveness.

C. The Importance of shared Understanding to executive teams.

D. The challenge of creating shared Understanding and focus.

4. The process had been informal but executive in these companies now believed that a more formal
process was necessary.

A. The challenge of creating shared Understanding and focus.

B. The Importance of defining the critical few.

C. The Importance of focus on Understanding to executive teams

D. The Impact of focus on strategic planning effectiveness.

5. Companies that participated in our research demonstrates that using strategic planning as a process
to build a shared Understanding around the critical few.

A. The Importance of focus on strategic planning effectiveness

B. The importance of defining the critical few.

C. The Importance of shared Understanding to executive teams.

D. The challenge of creating shared Understanding and focus.

Answer:

1. B

2. A

3. C

4. D

5. C

Dianne Rose Escalante BSIS-S3A

1. It obtains when employees are able to satisfy their needs

indirectly, most importantly through monetary compensation.

⭐A. Extrinsic motivation

B. Intrinsic motivation

C. Variable Pay

D. Motivation

2. There is such a large number of laboratory experiments on crowding out that

a more comprehensive view is needed.

A. Variable Pay

⭐B. Empirical Evidence

C. Motivation
D. Crowding out

3. It can be directed to the activity’s flow

, to a self-defined goal, such as, for example, climbing a mountain or to the obligations of personal and

social identities.

A. Extrinsic motivation

⭐B. Intrinsic motivation

C. Variable Pay

D. Motivation

4. A large number of experiments

show that communication strongly raises the intrinsic motivation to cooperate

⭐A. Personal relationships and communication.

B. Participation.

C. Interest in the activity

D. Commands

5. He shows, on the basis of interviews with eight experts, that performance measurement is highly
contraproductive for complex and

ambiguous tasks in computer software development.

A, Rotter
B. Enzle and Andersons

⭐C. Austin

D. Simon

6. The larger the possibilities to co-determine, the more the

employees engage themselves in mutually set goals and adopt them as their

own.

A. Personal relationships and communication.

⭐B. Participation.

C. Interest in the activity

D. Commands

7. Employees are more motivated to work when they are

aware of the results of their input, when they are responsible for the outcome,

and when they consider their work to be meaningful

A. Personal relationships and communication.

B. Participation.

⭐C. Interest in the activity

D. Commands
Good morning sir mao ni akoang QandA.

Question 1:

Which of the following statements best describes the relationship between financial performance and
employee and customer satisfaction?

A) Financial performance has no impact on employee and customer satisfaction.

B) There is a weak correlation between financial performance and employee and customer satisfaction.

C) Financial performance is directly linked to employee and customer satisfaction.

D) Employee and customer satisfaction have a negative impact on financial performance.

Answer: C) Financial performance is directly linked to employee and customer satisfaction.

Question 2:

Why is it important to link financial performance to employee satisfaction?

A) Financial performance directly affects employee productivity.

B) Employee satisfaction has no impact on financial performance.

C) Employee satisfaction is only relevant for non-profit organizations.

D) Financial performance is solely influenced by market conditions.

Answer: A) Financial performance directly affects employee productivity.

Question 3:

How can linking financial performance to customer satisfaction benefit a company?

A) It has no impact on customer loyalty or profitability.

B) Customer satisfaction is not a significant factor for business success.

C) Higher customer satisfaction leads to increased sales and repeat business.

D) Financial performance and customer satisfaction are unrelated concepts.

Answer: C) Higher customer satisfaction leads to increased sales and repeat business.

Question 4:

Which of the following strategies can help improve both financial performance and employee
satisfaction?

A) Ignoring employee feedback and concerns.

B) Focusing solely on short-term financial gains.

C) Implementing employee recognition and rewards programs.

D) Viewing employees as a cost rather than an asset.

Answer: C) Implementing employee recognition and rewards programs

Question 5:

Which of the following is a potential consequence of low customer satisfaction?

A) Increased customer loyalty and retention.

B) Positive word-of-mouth recommendations.

C) Decreased sales and revenue.

D) Enhanced brand reputation.

Answer: C) Decreased sales and revenue.

Question 6:

What is the role of effective communication in linking financial performance to employee and customer
satisfaction?

A) Effective communication is irrelevant in this context.

B) It helps establish trust and alignment between employees and customers.

C) Communication has no impact on financial performance.

D) Financial performance is solely dependent on external factors.

Answer: B It helps establish trust and alignment between employees and customers.

Question 7:

Which of the following metrics can be used to measure employee satisfaction?

A) Sales revenue and profit margins.

B) Customer complaints and negative online reviews.

C) Employee turnover rates and engagement surveys.

D) Market share and brand recognition.

Answer: C) Employee turnover rates and engagement surveys.

Question 8:

How can customer feedback be used to improve financial performance?

A) Ignoring customer feedback is the best approach.

B)Customer feedback has no impact on financial performance.

C) Incorporating customer feedback can lead to product/service improvements and increased sales.

D) Financial performance is solely influenced by market trends.

Answer: C) Incorporating customer feedback can lead to product/service improvements and increased
sales.

1. In dysfunctional behavior it is the manipulation of performance indicators especially between

time periods?

a. Gaming b. Focusing c. Smoothing d. Biasing

2. It is the level of surrogation in reports provided to superiors?

a. Filtering b. Focusing c. Smoothing d. Biasing

3. Why is it that the six forms of dysfunctional behavior argued to be used?

a. To see the effect of budgets and into participation during the budget development

b. To share similar level of tolerance or intolerance to the questionable actions of subordinate

managers

c. To feel the pressure to meet targets in the short term

d. To cover up or disguise failures or to avoid threats or embarrassments

4. It is the conflict-resolving procedures required to overcome problems of interdependence?

a. Filtering b. Gaming c. Smoothing d. Biasing

5. Below are the categories of dysfunctional behavior suggested by Birnberg, Turpolec and Young
(1983), except?

a. Filtering b. Focusing c. Smoothing d. Serious infraction

Answer key:

1.C
2 .A

3. D

4. B

5.D

Charise Añabeiza

1. In Basic principles of performance measurements. What principle performance should be clearly

defined?

-A. Principle 1

B. Principle 2

C. Principle 3

D. Principle 4

2. This principle seems so obvious to most practitioners that it is often merely assumed rather than
stated; but it does manifest itself in discussions of what should be measured.

-A. Performance should be accurately measured

B. Performance should be clearly defined

C. Performance measurement in the airline industry1

D. Performance measurement

3. What principle Rewards should be contingent on

measured performance?

A. Principle 1

B. Principle 2
-C. Principle 3

D. Principle 4

4. The standard practice for tracking the cause of departure delays in the airline industry is to assign
each delay to the party that caused it.

-A. Performance measurement in the airline industry1

B. Performance should be accurately measured

C. Performance should be clearly defined

D. Performance measurement

5. It is deliberately vague about the basis for managerial evaluation.

-A.Aggregated

B. Vignette

C. Measured

D. Performance

The future of performance measurement Part IV.

1. The work in business refers to the process of assessing a person's understanding and proficiency in
performing their job responsibilities.

A. The Problem Observability

B. Problem Motivation

C. The Problem task deferential

D. Measuring knowledge of work ✅

2. It refers to the difficulty of accurately collecting and analyzing data related to business performance.
This is often because businesses are complex systems with many moving parts, making it challenging to
identify and measure all relevant factors that contribute to overall performance

A. The problem Observability✅

B. Problem Motivation

C. The Problem task deferential

D. Measuring knowledge of work

3. It refers to the ability to observe and understand the knowledge that is being generated, applied, and
shared within an organization.

A. Performance measurement

B. Problem Motivation

C. Knowledge work and observability ✅

D. The Problem task deferential

4. It refers to the challenge of ensuring that employees are motivated to achieve the goals that have
been set for them. Employees can become demotivated if they feel that the goals are unrealistic or if
they perceive that their efforts are not being recognized or rewarded appropriately.

A. Performance measurement

B. Problem Motivation✅

C. Knowledge work and observability

D. The Problem task deferential

5. Which are NOT part of The future of performance measurement Part IV.

A. The problem Observability

B. Problem Motivation

C. Problem task deferential

D. None of the above ✅

1. According to _______ "it will not possible to create stakeholder value without creating stakeholder
value".

A. Teddy Wivel ✅

B. Mike Kennerly

C. Andy Neely

D. Thomas Johnson

2. It is the most popular performance measurement.

A. Balance Scoreboard

B. Balance Strategy

C. Balance Scorecard✅

D. All of the above

3. This definition is important as it indicates that a performance measurement system has a number of
constituent parts.
A. Individual measures that quantify the effeciency and effectiveness of actions.

B. A set of measures that combine to assess the performance of an organization as a whole.

C. A supporting infrastructure that enables data to be acquired, collation, sorted, analyzed, interpreted,
and disseminated.

D. All of the above. ✅

4. This framework assist organization in a number of different ways, each having its strengths and
weaknesses.

A. Performance Prism

B. Performance Measurement ✅

C. Performance Innovation

D. None of the above.

5. It is developed by the author that multi-faceted framework that builds on the strength and addresses
many of the weaknesses of existing frameworks.

A. Performance Prism ✅

B. Performance Measurement

C. Performance Innovation

D. None of the above

1. This study examines measurement of innovation performance through patents, especially focusing on
how to measure the radicality1 of innovations by using patent data.

A. Measuring innovation performance

B. Linking financial performance to employee and customer satisfaction

C.Customer satisfaction and business performance

D. Redefining government performance

2. Increasingly used as measures of innovation performance.

A. Radical innovation measurement

B. Patents and patent citations

C. Citation-weighted patents

D. R&D collaborations

3. It operationalized using several methods, there is no commonly accepted way to measure radicality of
innovation.

A. Analysis of patent-based measures

B.Citation-weighted patents

C. Radical innovations

D. None of the above

4. He demonstrates that citation-weighted patents are a valid measure of radical innovation by

confirming a significant relationship between citation-weighted patent counts and independent
measures of economic and social value of the same patents

A.Jaffe

B. Henderson

C. Dutta and weiss

D. Trajtenberg

5.It can reveal useful information about the innovation performance patterns of individual firms and
industries,and the usof these measures is becoming more common (Walker, 1995).

A. Citation-weighted patent measures

B. Biotechnology companies

C. Patent-based measures

D. None of the above

Answer key

1.A
2.B

3.c

4.D

5.A

1.It is unlcear whether a budget constrained, profit conscious, or non- accounting

A. Argyris (1990)

B. (Hopwood,1972)

C.Eggleton (1995)

2.Argues the defensive mechanism to avoid embarassment and threat are merely symptoms of the
problem.

A.Argyris (1990)

B.Hirst (1986)

C.kato (1998)

3. A capital investment project is being developed at the subsidiary level.

A. Gaming

B.Biasing

C.Focusing

4.A relationship between budget emphasis, participation, task uncertainly, and job-related tension was
found by? Except one

A.Brownell and Hirst (1986)

B. Sheilds, Deng, and Kato (1998)

C. Lau, Low, ang Eggleton (1995)

5. For a construction subsidiary group policy states that all contracts should be broken down to identify
their constituent part.
A. Illegal Acts

B. Gaming

C. Filtering

Answers

1.B

2.A

3.A

4.C

5.A