Chapter 19 non financial performance

MA (F2) – Management Accounting - dạng bài tập ôn luyện môn F2 acca MA (F2) – Management Accounting - dạng bài tập ôn luyện môn F2 acca MA (F2) – Management Accounting - dạng bài tập ôn luyện môn F2 acca

Trang 1

Chapter 29: Non-Financial Performance

Measurement - Practice Exam

Part 1: Exam Questions

Instructions: This exam consists of 50 questions on non-ﬁnancial performance measurement, including

the balanced scorecard, Fitzgerald and Moons building blocks, and other non-ﬁnancial KPIs Questions include multiple-choice, true/false, and scenario-based formats Select the best answer for each

1 Which of the following is not a perspective associated with the balanced scorecard?

a) Financial success b) Quality c) Process eﬃciency d) Growth

2 As one of its key performance indicators, a restaurant measures the amount of food wasted Under

which perspective would this appear on a balanced scorecard?

a) Process eﬃciency b) Customer satisfaction c) Growth d) Financial success

3 Which of the following key performance indicators would not be an indicator of quality for a railway

company?

a) A survey of customer satisfaction b) The number of accidents per 1,000 journeys c) The percentage of trains arriving at their destination within 15 minutes of the scheduled arrival time d) The number of complaints received per 1,000 passengers e) Yêu cu thành công

4 Which of the following is not one of the dimensions of performance measurement included in Fitzgerald

and Moons building blocks?

a) Innovation b) Learning c) Quality d) Competitive performance

5 True/False: The balanced scorecard includes only ﬁnancial performance measures.

a) True b) False

6 A manufacturing company tracks the percentage of defective products This KPI falls under which

balanced scorecard perspective?

a) Financial b) Customer c) Internal business processes d) Learning and growth

7 True/False: Fitzgerald and Moons building blocks include rewards as one of the components.

Trang 2

a) True b) False

8 A hospital measures the average patient wait time for appointments This KPI aligns with which

9 Which of the following is a standard in Fitzgerald and Moons building blocks?

a) Ownership b) Quality c) Competitiveness d) Eﬃciency

10 True/False: The learning and growth perspective of the balanced scorecard focuses on employee

training and innovation

a) True b) False

11 A retail company tracks the number of customer complaints per month This KPI falls under which

12 Which of the following KPIs is most likely to be associated with the internal business processes

per-spective?

a) Employee satisfaction survey results b) Production cycle time c) Revenue growth d) Cus-tomer retention rate

13 True/False: Non-ﬁnancial performance measures are less important than ﬁnancial measures for

strategic decision-making

a) True b) False

14 A software company measures the number of new features developed per quarter This KPI aligns

with which balanced scorecard perspective?

15 In Fitzgerald and Moons building blocks, which dimension measures how well a company performs

relative to competitors?

a) Quality b) Resource utilization c) Competitive performance d) Innovation

16 True/False: The customer perspective in the balanced scorecard includes measures like market share

and customer satisfaction

a) True b) False

17 A logistics company tracks the percentage of on-time deliveries This KPI falls under which balanced

scorecard perspective?

18 Which of the following is not a typical KPI for the learning and growth perspective?

a) Employee training hours b) Staﬀ turnover rate c) Number of new patents d) Cost per unit

Trang 3

19 True/False: Fitzgerald and Moons standards include achievability and fairness.

a) True b) False

20 A bank measures the time taken to process loan applications This KPI aligns with which balanced

21 Which of the following is a dimension in Fitzgerald and Moons building blocks?

a) Financial performance b) Resource utilization c) Customer satisfaction d) Employee morale

22 True/False: The balanced scorecard aims to balance short-term and long-term objectives.

a) True b) False

23 A hotel tracks the percentage of rooms cleaned within 30 minutes of checkout This KPI falls under

which balanced scorecard perspective?

24 Which of the following KPIs would best measure quality in a manufacturing company?

a) Revenue per employee b) Percentage of products meeting speciﬁcations c) Market share growth d) Employee absenteeism rate

25 True/False: Non-ﬁnancial KPIs are often leading indicators, while ﬁnancial KPIs are lagging

indi-cators

a) True b) False

26 A telecom company measures the number of network outages per month This KPI aligns with which

27 In Fitzgerald and Moons building blocks, which standard ensures performance targets are motivating

yet realistic?

a) Ownership b) Achievability c) Equity d) Clarity

28 True/False: The ﬁnancial perspective of the balanced scorecard focuses solely on revenue growth.

a) True b) False

29 A university tracks the percentage of graduates employed within six months This KPI falls under

which balanced scorecard perspective?

30 Which of the following is not a typical KPI for the customer perspective?

a) Customer satisfaction score b) Net promoter score c) Employee training hours d) Customer

Trang 4

retention rate

31 True/False: Fitzgerald and Moons rewards component emphasizes linking performance to incentives.

a) True b) False

32 A retail store measures the average time to resolve customer complaints This KPI aligns with which

33 Which of the following KPIs would best measure innovation in Fitzgerald and Moons building blocks?

a) Number of new product launches b) Cost per unit sold c) Customer satisfaction score d) Inventory turnover

34 True/False: The internal business processes perspective focuses on operational eﬃciency and quality.

a) True b) False

35 A call center tracks the average call handling time This KPI falls under which balanced scorecard

perspective?

36 In Fitzgerald and Moons building blocks, which dimension focuses on eﬃcient use of resources?

a) Quality b) Resource utilization c) Competitive performance d) Innovation

37 True/False: Non-ﬁnancial performance measures are only relevant for service-based organizations.

a) True b) False

38 A gym measures the number of new member sign-ups per month This KPI aligns with which balanced

39 Which of the following is a reward characteristic in Fitzgerald and Moons building blocks?

a) Clarity b) Motivation c) Achievability d) Equity

40 True/False: The balanced scorecard integrates ﬁnancial and non-ﬁnancial measures to provide a

holistic view of performance

a) True b) False

41 A factory measures the downtime of machinery This KPI falls under which balanced scorecard

per-spective?

42 Which of the following KPIs would best measure customer satisfaction?

a) Revenue growth rate b) Net promoter score c) Production output per hour d) Employee training hours

Trang 5

43 True/False: Fitzgerald and Moons building blocks are designed only for manufacturing ﬁrms.

a) True b) False

44 A charity measures the percentage of donations spent on programs versus administration This KPI

aligns with which balanced scorecard perspective?

45 Which of the following is not a standard in Fitzgerald and Moons building blocks?

a) Ownership b) Achievability c) Equity d) Innovation

46 True/False: The learning and growth perspective includes KPIs like employee satisfaction and

train-ing investment

a) True b) False

47 A supermarket tracks the average checkout time per customer This KPI falls under which balanced

48 Which of the following KPIs would best measure competitive performance in Fitzgerald and Moons

building blocks?

a) Market share growth b) Employee turnover rate c) Production cycle time d) Cost per unit

49 True/False: Non-ﬁnancial KPIs can help predict future ﬁnancial performance.

a) True b) False

50 A tech company measures the number of employee certiﬁcations earned This KPI aligns with which

Trang 6

Part 2: Answers and Explanations

1 Answer: b) Quality

Explanation: The balanced scorecard has four perspectives: Financial, Customer, Internal Business Processes, and Learning and Growth Quality is not a perspective but a KPI within the Internal Business Processes or Customer perspective

2 Answer: a) Process eﬃciency

Explanation: Food waste in a restaurant relates to operational eﬃciency, which falls under the Internal Business Processes perspective, as it measures how well internal processes minimize waste

3 Answer: a) A survey of customer satisfaction

Explanation: Quality KPIs for a railway company include safety (accidents per 1,000 journeys), re-liability (on-time arrivals), and complaint rates Customer satisfaction surveys measure perception, not quality directly Note: Yêu cu thành công appears to be a Vietnamese phrase meaning successful request and is likely a formatting error, not a valid option

4 Answer: b) Learning

Explanation: Fitzgerald and Moons building blocks include dimensions: Competitive performance, Financial performance, Quality, Resource utilization, and Innovation Learning is not a dimension but may relate to KPIs in other frameworks like the balanced scorecard

5 Answer: b) False

Explanation: The balanced scorecard integrates both ﬁnancial and non-ﬁnancial measures across four perspectives

6 Answer: c) Internal business processes

Explanation: The percentage of defective products measures production quality, aligning with the Internal Business Processes perspective

7 Answer: a) True

Explanation: Fitzgerald and Moons building blocks include Dimensions, Standards, and Rewards Rewards link performance to incentives

8 Answer: b) Customer

Explanation: Patient wait time aﬀects customer (patient) satisfaction, aligning with the Customer perspective

9 Answer: a) Ownership

Explanation: Fitzgerald and Moons standards include Ownership, Achievability, and Equity Quality

is a dimension, not a standard

Trang 7

Explanation: The Learning and Growth perspective focuses on employee development, training, and innovation capacity

Explanation: Customer complaints reﬂect customer satisfaction, aligning with the Customer perspec-tive

12 Answer: b) Production cycle time

Explanation: Production cycle time measures operational eﬃciency, a key focus of the Internal Busi-ness Processes perspective

Explanation: Non-financial measures (e.g., customer satisfaction, process efficiency) are critical for strategic decision-making, complementing financial measures

14 Answer: d) Learning and growth

Explanation: Developing new features reﬂects innovation and employee capability, aligning with the Learning and Growth perspective

15 Answer: c) Competitive performance

Explanation: Competitive performance measures how well a company performs against competitors (e.g., market share, pricing)

Explanation: The Customer perspective includes KPIs like market share, customer satisfaction, and retention

Explanation: On-time deliveries directly impact customer satisfaction, aligning with the Customer perspective

18 Answer: d) Cost per unit produced

Explanation: Cost per unit is a ﬁnancial KPI, while training hours, turnover, and patents align with Learning and Growth

Explanation: Standards in Fitzgerald and Moons framework include Achievability, Ownership, and Equity to ensure realistic targets

Explanation: Loan processing time measures operational eﬃciency, aligning with Internal Business Processes

21 Answer: b) Resource utilization

Trang 8

Explanation: Fitzgerald and Moons dimensions include Resource utilization, Quality, Competitive performance, Innovation, and Financial performance

Explanation: The balanced scorecard balances short-term (ﬁnancial) and long-term (learning, growth) objectives

Explanation: Room cleaning time measures operational eﬃciency, aligning with Internal Business Processes

24 Answer: b) Percentage of products meeting speciﬁcations

Explanation: Product quality is directly measured by meeting speciﬁcations, not revenue, market share, or absenteeism

Explanation: Non-ﬁnancial KPIs (e.g., customer satisfaction) are leading indicators, predicting future ﬁnancial outcomes

Explanation: Network outages aﬀect service reliability, impacting customer satisfaction (Customer perspective)

27 Answer: b) Achievability

Explanation: Achievability ensures targets are motivating yet realistic in Fitzgerald and Moons stan-dards

Explanation: The Financial perspective includes revenue growth, proﬁtability, and cost eﬃciency, not just revenue

Explanation: Graduate employment rates reﬂect the value provided to students (customers), aligning with the Customer perspective

30 Answer: c) Employee training hours

Explanation: Training hours relate to Learning and Growth, while others align with the Customer perspective

Explanation: Rewards in Fitzgerald and Moons framework link performance to incentives to motivate employees

Trang 9

Explanation: Complaint resolution time impacts customer satisfaction, aligning with the Customer perspective

33 Answer: a) Number of new product launches

Explanation: New product launches directly measure innovation, a key dimension in Fitzgerald and Moons framework

Explanation: Internal Business Processes focus on operational eﬃciency and quality of processes

Explanation: Call handling time measures operational eﬃciency, aligning with Internal Business Pro-cesses

36 Answer: b) Resource utilization

Explanation: Resource utilization measures eﬃcient use of assets and resources in Fitzgerald and Moons framework

Explanation: Non-ﬁnancial measures apply to all organizations, including manufacturing, service, and non-proﬁt sectors

Explanation: New member sign-ups reﬂect customer acquisition, aligning with the Customer perspec-tive

39 Answer: b) Motivation

Explanation: Rewards in Fitzgerald and Moons framework include Clarity, Motivation, and Control-lability

Explanation: The balanced scorecard integrates ﬁnancial and non-ﬁnancial measures for a holistic performance view

Explanation: Machinery downtime aﬀects operational eﬃciency, aligning with Internal Business Pro-cesses

42 Answer: b) Net promoter score

Explanation: Net promoter score directly measures customer satisfaction, unlike revenue, production,

or training KPIs

Explanation: Fitzgerald and Moons framework applies to service and other organizations, not just

Trang 10

44 Answer: a) Financial

Explanation: The percentage of donations spent on programs measures ﬁnancial eﬃciency, aligning with the Financial perspective

45 Answer: d) Innovation

Explanation: Standards in Fitzgerald and Moons framework are Ownership, Achievability, and Equity Innovation is a dimension

Explanation: Learning and Growth includes KPIs like employee satisfaction and training investment

Explanation: Checkout time measures operational eﬃciency, aligning with Internal Business Processes

48 Answer: a) Market share growth

Explanation: Market share growth measures competitive performance in Fitzgerald and Moons frame-work

Explanation: Non-financial KPIs (e.g., customer satisfaction, process efficiency) can predict future financial performance

50 Answer: d) Learning and growth

Explanation: Employee certiﬁcations reﬂect training and development, aligning with Learning and Growth

Tiêu đề	Non-financial performance measurement
Thể loại	Practice exam

Định dạng
Số trang	10
Dung lượng	32,41 KB