Page 1 - CIMA May 18 - MCS Day 2 Suggested Solutions
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CIMA MAY 2018 – MANAGEMENT CASE STUDY
CHAPTER EIGHT
SUGGESTED SOLUTIONS
TASK 1 – PERFORMANCE MEASURES
To: Sebastian Cohard
From: Financial manager
Date: Today
Subject: Safety and reliability measures
Measures to evaluate reliability
Reliability can be evaluated by determining whether our planned services ran to schedule.
The four measures that I’d suggest are (to be measured regularly over a period of time, say
monthly):
Number of cancelled buses
Number of buses that didn’t arrive on time
Number of breakdowns of buses
Number of customer complaints in relation to reliability
In terms of collating the information to produce these measures, we should be able to determine
fairly easily the number of cancelled buses. Each cancellation would have stemmed from a
decision made by someone in the business and communicated to the relevant people, so there
should be records available that we could use to gather this data.
Similarly, breakdowns would need to be logged and communication made to recovery services, so
there should be records available to gather this data too.
It may be more difficult to determine the number of buses that didn’t arrive on time. Unless
there is a record made of the arrival times of every bus at its destination (and even potentially at
each stop) then this information will be difficult to gather. If we don’t have this information then
we should at the very least ask each driver to record their arrival time at their final destination so
that we can start to log data to evaluate this measure. It may be that the IT systems integrated
into the buses already have this capability, so we should investigate that.
Customer complaints should be logged as normal procedure, so it may just be a matter of filtering
through the data to determine which complaints were in relation to reliability and collating them
together. If Menta doesn’t currently log complaints then it is a procedure that should be put in
place.
88 KAPLAN PUBLISHING
