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 A public health clinic is the subject of a scheme to measure its efficiency and effectiveness. Among a number of factors, the 'quality of care provided' has been included as an aspect of the clinic's service to be measured. Three features of 'quality of care provided' have been listed. 

(1) Clinic's adherence to appointment times 

(2) Patients' ability to contact the clinic and make appointments without difficulty 

(3) The provision of a comprehensive patient health monitoring programme 

Required

 (i) Suggest a set of quantitative measures which can be used to identify the effective level of achievement of each of the features listed.

(ii) Indicate how these measures could be combined into a single 'quality of care' measure. 

 A government is trying to assess schools by using a range of financial and non-financial factors. One of the chosen methods is the percentage of students passing five exams or more. 

Which of the three Es in the value for money framework is being measured here? 

A

 Economy 

B

 Efficiency 

C

 Effectiveness 

D

 Expertise 

The following statements have been made about measuring performance in not-for-profit organisations: 

(1) Output does not usually have a market value, and it is therefore more difficult to measure effectiveness. 

(2) Control over the performance can only be satisfactorily achieved by assessments of ‘value for money’. 

Which of the above statements is/are true? 

A

 (1) only 

B

 (2) only 

C

 Neither (1) nor (2) 

D

 Both (1) and (2) 

The senior manager is suspicious of a local manager’s accounts and thinks that the profit performance may have been overstated.    

Which of the following would be a plausible explanation of an overstatement of profit? 

A

 Delaying payments to payables 

B

 Shortening the useful economic life of a non-current asset 

C

Overstatement of a prepayment 

D

Overstatement of an accrual 

Which of the following statements regarding standard setting is correct? 

A

 Imposed standards are more likely to be achieved 

B

Managers across the organisation should be targeted using the same standards 

C

Standards should be set at an ideal level with no built in stretch 

D

 Participation in standard setting is more motivating than where standards are imposed 

When setting performance measurement targets it should be considered that there is the possibility that managers will take a short term view of the company and may even be tempted to manipulate results in order to achieve their targets.   

Which of the following would assist in overcoming the problems of short-termism and manipulation of results? 

A

 Rewards should be linked to a wider variety of performance measures including some nonfinancial measures 

B

 Managers should only be rewarded for the results achieved in their own departments 

C

 Any capital investment decision should be judged using the payback method of investment appraisal 

D

 Setting targets involving the overall performance of the company will be more motivating for managers 

Stakeholders will have different objectives and companies may deal with this by having a range of performance measures to assess the achievement of these objectives.   

Which of the following statements is true in relation to stakeholders? 

A

The aim of all performance measures should be to increase short term profit 

B

 The only interest of the government is that companies pay their taxes 

C

 Shareholders will be looking for increasing dividends and increased share price 

D

Only internal stakeholders need to be considered by companies 

The public service funding system operates on the basis that performance against non-financial objectives leads to a reduction in the level of funding. True or false? 

A

True

B

False 

Economy means cost cutting. True or false? 

A

True

B

False 

For a not for profit organisation with multiple objectives, which aspect of performance is the most difficult to assess? 

A

Financial 

B

Economy 

C

Efficiency 

D

Effectiveness