Question 1 - Part a (ii)

In this lesson

1. 0:00 Non-financial performance indicators overview
2. 0:27 Understanding the question requirements
3. 1:03 Subjective opinions and verification challenges
4. 1:36 Too much information and survey design
5. 2:12 Measurement systems and IT infrastructure
6. 3:24 Management interpretation and conflicting data
7. 5:22 Exam strategy and time management

About this lesson

We'll work through a realistic exam scenario where you're asked to assess why an organisation might resist implementing customer surveys and other non-financial metrics, using the balanced scorecard framework as context. You'll discover five core problems to structure your answer: subjective opinions that are difficult to verify, qualitative inconsistencies that make comparison harder, information overload when designing surveys, lack of systems and infrastructure to capture the data effectively, and conflicting interpretations when managing decisions based on non-financial data. Each problem is illustrated with practical examples—such as how customers might have contradictory expectations of a service—so you can apply these concepts confidently in your exam. The lesson also covers exam technique, including how to manage your time effectively and when it might be worth discussing the counterarguments (benefits of non-financial indicators) if you need additional marks. By the end, you'll have a structured framework for tackling eight-mark evaluation questions on this topic with clarity and depth.

Duration: 6m