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Chapter 11

Non-financial performance indicators

Outcome

By the end of this session you should be able to:

 discuss the interaction of non-financial performance indicators with financial
performance indicators

 discuss the difficulties in interpreting data on qualitative issues

 identify and discuss the significance of non-financial performance indicators in
relation to product/service quality

 discuss the significance of brand awareness and company profile and their
potential impact on business performance

 apply and evaluate the ‘balanced scorecard’ approach as a way in which to
improve the range and linkage between performance measures
 apply and evaluate the work of Fitzgerald and Moon that considers business
performance in business services using building blocks for dimensions,
standards and rewards

 advise on the link between achievement of corporate strategy and the
management of human resources (e.g. through the building block model)

 apply and evaluate the ‘performance pyramid’ as a way in which to link strategy,
operations and performance

and answer questions relating to these areas.

The underpinning detail for this chapter in your Integrated Workbook can
be found in Chapter 11 of your Study Text

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