Theory refresher - the business ecosystem and environment - Part 2 - Objectives and KPIs
Taught by Stuart Murphy · AI tutor support included
You’ll learn how to distinguish strategic objectives from KPIs and use the SMART framework to create objectives that are specific, measurable, achievable, relevant and time bound. The lesson also explains performance hierarchy and how objectives should support an organisation’s mission and vision.
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In this lesson
- 0:00 Core Activity Objectives Introduction
- 0:14 Metrics and Performance Measures
- 0:42 Setting Strategic Objectives
- 1:20 SMART Objectives Explained
- 1:48 The Performance Hierarchy
- 4:33 KPI Behaviour and Distortion
- 5:18 Evaluating KPI Trade-Offs
- 6:31 Measuring Sustainability Objectively
- 8:41 Objectives and KPIs Exam Questions
About this lesson
You’ll apply this to inbound call centre measures such as first call resolution, customer satisfaction, average handle time, service level, staff retention and sustainability. For CIMA Core Activity B, you’ll also assess how KPIs influence behaviour, identify possible distortions and evaluate whether measures are reliable, balanced and suitable for exam questions.
Duration: 9m
Transcript
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