(b) Discuss the relevance of each of the following actions as steps in trying to remedy performance measurement
problems relating to the ‘365 Sports Complex’ and suggest examples of specific problem classifications that
may be reduced or eliminated by each action:
(i) Focusing on and improving the measurement of customer satisfaction
(ii) Involving staff at all levels in the development and implementation of performance measures
(iii) Being flexible in the extent to which formal performance measures are relied on
(iv) Giving consideration to the auditing of the performance measurement system. (8 marks)
正确答案：(b) Trying to focus on and improve the measurement of customer satisfaction.This is a vital goal. Without monitoring and improvement of levels of customer satisfaction, an organisation will tend tounderachieve and is likely to have problems with its futur
