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MA – L2 – Q68 – Other aspects of performance measurement

Suggest non-financial performance measures for service quality, marketing effectiveness, and personnel in a financial institution.

Suggest non-financial performance measurements for a financial institution under the following headings:

  • Service quality
  • Marketing effectiveness
  • Personnel

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MA – L2 – Q66 – Performance Analysis

Evaluate if Ashanti Pharmaceuticals Ltd is on track for growth, analyzing sales, profit, and employee productivity from Year 1 to Year 2.

Ashanti Pharmaceuticals Ltd has an objective in its long-term business plan of achieving significant growth in its business in the period Year 1 to Year 5. It is now the end of Year 2.

Its results for the years to 31st December Year 1 and Year 2 are summarised below.

Statement of profit or loss for the year ended 31 December

Year 2 (GH₵) Year 1 (GH₵)
Sales 31,200,000 26,000,000
Cost of sales 18,720,000 15,600,000
Gross profit 12,480,000 10,400,000
Operating costs 6,780,000 5,200,000
Interest charges 500,000
Taxation 3,000,000 3,000,000
Net profit 2,200,000 2,200,000

Statement of financial position as at 31st December

Year 2 (GH₵) Year 1 (GH₵)
Non-current assets 27,300,000 26,000,000
Net current assets 15,600,000 7,800,000
Total assets 42,900,000 33,800,000
Borrowings 9,000,000
Net assets 33,900,000 33,800,000
Share capital and reserves 19,500,000 19,500,000
Retained earnings 14,400,000 14,300,000
Total equity 33,900,000 33,800,000

Sales are seasonal, and are much higher in the first six months of the year than in the second six months. The half-yearly sales figures in the past two years have been as follows:

Sales

Year 2 (GH₵) Year 1 (GH₵)
First six months 21,645,000 16,900,000
Second six months 9,555,000 9,100,000
Total 31,200,000 26,000,000

The company employs part-time workers during the first six months of each year. Part-time workers operate for a full working week during the weeks that they are employed. Employee numbers have been as follows:

Employee numbers

Year 2 Year 1
Full-time 318 260
Part-time (first six months) 494 310

The company introduced four new products to the market in Year 1 and another five new products in Year 2.

Required:
Explain with reasons whether the company appears to be on course for achievement and production.

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MA – L2 – Q56 – Performance analysis

Discuss methods and qualities of good performance measurement in management accounting.

PERFORMANCE MANAGEMENT
Methods used in measuring performance
Financial Performance: analyse profitability, liquidity and risk. Financial Indicators include Profit, Revenue, Costs, Share Price and cash flow.
Non-Financial Performance: This can usefully be applied to employees and product/service quality. Non-Financial Indicators may include Quality of Service, Measures of customer satisfaction, Lateness.
Qualities of Good Performance Measurement

A GOOD MEASURE: DESCRIPTION:
Is quantitative The measure can be expressed as an objective value
Is easy to understand The measure conveys at a glance what it is measuring, and how it is derived
Encourages appropriate behaviour The measure is balanced to reward productive behaviour and discourage “game playing”
Is visible The effects of the measure are readily apparent to all involved in the process being measured
Is defined and mutually understood The measure has been defined by and/or agreed to by all key process participants (internally and externally)
Encompasses both outputs and inputs The measure integrates factors from all aspects of the process measured
Measures only what is important The measure focuses on a key performance indicator that is of real value to managing the process
Is multidimensional The measure is properly balanced between utilisation, productivity, and performance, and shows the trade-offs
Uses economies of effort The benefits of the measure outweigh the costs of collection and analysis
Facilitates trust The measure validates the participation among the various parties

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