HHH is an international distribution company which operates a number of large distribution warehouses HHH employs over 10,000 staff who operate the warehouses 24 hours per day and process over 500,000 packages and parcels each day HHH operates in a highly competitive market and the senior management team recognise the importance of focusing upon its Critical Success Factors (CSF's) However, some senior managers are confused as to the difference between CSF's and Key Performance Indicators (KPI's).
Which of the following are Critical Success Factors for HHH?
Select ALL that apply

• A.Market share percentage.
• B.Customer satisfaction.
• C.Percentage of stock damaged
• D.Efficient staff planning systems
• E.Continual maintenance of warehouse facilities
• F.Time taken to load and unload deliveries

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Place the correct label against each of the descriptors for the main principles of the UK Corporate Governance Code.

Correct Answer:

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Johnson. Scholes and Whittington define strategy as the direction and scope of an organisation over the long term'. Which THREE of the following are advantages of deliberate long-term planning1?

• A.By undertaking detailed analysis management can identify key risks.
• B.Long-term planning will enable equal importance to be given to the different perspectives of the organisation's Balanced Scorecard.
• C.Management will have to generate ideas using their experience and ability to innovate.
• D.The organisation will comply with external reporting standards
• E.The organisation's mission, objectives and targets are made explicit which will improve goal congruence.
• F.The organisation has a competitive advantage over others in its industry that do not use long-term planning.

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Which of the following statements are consistent with an effective strategic approach to supply chain management within a manufacturing Organization?
Select ALL that apply.

• A.A senior member of the management team has oversight and responsibility for supply chain activities within the business.
• B.Effective supply chain management plays an important role in contributing to the Organization's overall success.
• C.Anticipating and responding to the increasing legal, consumer and ethical demands being made on an Organization's supply chain.
• D.Industry consolidation has no impact on an Organization's position within its supply chain.
• E.Identifying new opportunities for close liaison with an Organization's key suppliers and key customers, supported through the effective use of IT.
• F.Recognising product liability is easily transferred from the manufacturer to the retailer.

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NNN is a logistics firm that contracts with online retailers (clients) to deliver parcels containing customers' purchases, to customers' home addresses. NNN holds inventory of the most frequently ordered products at its warehouses.
According to industry research, most clients require the contractors to deliver the customers their purchases soon after they place their order. They are not concerned with the environmental impact of the logistics process. They require very competitive delivery prices from their contractors.
Customer research reveals that households dislike being asked to stay at home for an entire day because logistics firms are unwilling to commit themselves to a precise delivery time. This problem has led to a small number of cases of customers arriving at the warehouses of logistics firms demanding to take their purchases away with them. Most households do not consider the environmental policies or performance of the firms they buy from.
The logistics industry is very competitive and NNN wants to protect its existing contracts and to win more. It needs to focus its resources on the 'things that must go right' in order for it to succeed.
Which THREE of the following are Critical Success Factors (CSFs) for NNN?

• A.Business processes that deliver to households at the promised time + or - 15 minutes.
• B.Warehouses in areas of lowest feasible operating cost.
• C.A comprehensive policy on emissions and Corporate Social Responsibility (CSR).
• D.A car park and waiting room for customers at each warehouse.
• E.A shorter average time between receipt of an instruction from its client and delivery to the customer.

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