ZYX is a global hotel chain, employing over 10.000 staff worldwide ZYX operates a Code of Conduct for all of its staff, which states "Our staff are the most important assets of our business operations. We expect the highest standards of ethical and professional conduct from all staff, who must display the principles of trust, respect, equality, integrity and fairness at all times." Which THREE of the following actions could ZYX take to positively influence its staff to work to the ethical and professional principles in its Code of Conduct?

• A.Induction and on-going staff training on ZYX's Code of Conduct and ethical and professional principles
• B.Disciplinary actions, such as fines, for staff who do not display high ethical and professional standards.
• C.Operate a system of reward incentives for staff who display high ethical and professional standards.
• D.Interview process for staff prior to employment to assess their understanding of ethical and professional behaviour.
• E.Publication on its website of ZYX's Code of Conduct and regular examples of staff displaying the highest standards of professional conduct
• F.Set performance targets in diversity and equality for its hotel senior managers.

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HH is an outdoor theatre which is based in the capital city of country N.
Tickets for shows can be booked at the ticket office or online. HH has identified the following critical success factors (CSFs):
* An excellent, online ticket booking system
* Customer satisfaction
Which of the following would be suitable key performance indicators (KPIs) for HH? Select ALL that apply

• A.Customer show ratings, scored out of ten
• B.Percentage of ticket bookings aborted before completion
• C.Number of customer complaints
• D.Number of returning customers each year.
• E.Employee turnover
• F.Profit from sales of snacks and drinks

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JKL is a bank with a large number of personal customers.
A member of staff has reported their loss of a portable electronic storage device to his line manager.
The portable electronic storage device contains customer account details, including secure information such as personal login details to access personal accounts. JKL has a clear policy that forbids staff from downloading customer data on to portable electronic storage devices.
It would be difficult for a member of the public to access the information on the device.
Which of the following would you advise JKL to do?

• A.Let the staff member explain why they downloaded data before deciding on their dismissal.
• B.Wait for customers to query unusual transactions and refund any money they have lost.
• C.Retain the staff member and monitor them secretly to establish whether they are engaged in a fraud.
• D.Notify all customers of the loss and advise them to monitor their accounts for unusual transactions.

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BBB is a manufacturer that has been criticised in the financial press because it does not have a policy for sustainability. Which THREE of the following elements would be crucial to BBB successfully embedding sustainability into its activities?

• A.BBB should investigate the costs and benefits of establishing a sustainability department
• B.BBB's Board should make a commitment to sustainability.
• C.BBB should spend at least 0.1% of its Net Profit on sustainability projects
• D.BBB should include sustainability targets in performance appraisal
• E.BBB should give all its staff training in sustainability.
• F.BBB should employ a new public relations consultancy

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YZ is a family-run business which manufactures and sells confectionery, employing almost 100 staff. It operates 10 shops in small towns in the north of country P. Sales of YZ's products have decreased over the last
4 years due to competition from large supermarkets, internet shopping and a general economic downturn, which has hit the north of country P especially hard.
YZ's managing director has recently retired and the board decided to fill the vacancy with an external appointment. The new managing director plans to invest in new manufacturing technology, which would cut staffing levels by 15% and reduce wastage, allowing YZ to lower its prices. YZ's staff are very unhappy about these proposals, feeling that they will destroy YZ's family tradition and reputation that has developed over many years.
Select the correct descriptor for each of the forces for change below:

Correct Answer:

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