Performance Management

UNIT 4 — TASK-BASED SIMULATION #2

Task 1

Evelyn and the board of directors worked earlier this year to develop a strategic plan, excerpts of which
are found in Appendix II. To facilitate implementation of the plan, Tan has been asked to classify each
strategy as corporate-level, business-level, or functional-level.

Instructions:
· Column A contains strategies from 9Dee’s strategic plan.

· In Column B, select the appropriate level of strategy from the drop-down list. Each level of strategy
may be used more than once, or not at all.

A B
1 Strategy Level of strategy
2 The organization plans to gain FingerDraw app customers by Functional-level
understanding customer needs better than its competitors do.
3 The board has decided to expand the organization by purchasing a Business-level
cloud-based storage provider.
4 Functional-level
9Dee will be reorganizing from a functional structure to a divisional
structure for its two divisions going forward: Software and Storage.
5 To ensure employee turnover remains low, managers in the Functional-level
software division are authorized to increase their employees’
wages by up to 10%, based on their most recent appraisals.
6 Corporate-level
9Dee’s customer value proposition is to provide project
management services that are easy to use, faster, and more
reliable than those of competitors, with excellent customer service.

7 The sales department will implement new customer relationship Functional-level

management software.

Column B drop-down options

1 Corporate-level
2 Business-level
3 Functional-level
Performance Management
UNIT 4 — TASK-BASED SIMULATION #2
Task 2

Using the information found in the appendixes, Evelyn would like to know what the three most valid key success
factors are for the FingerDraw app. They would also like Tan to identify one key performance indicator that could
be used to measure each key success factor.

Instructions:
· In Column A, identify three key success factors for the FingerDraw app by selecting from the drop-down list. A
key success factor may be used once or not at all.
· In Column B, select appropriate key performance indicators that can be used to measure the key success
factors identified in Column A. A key performance indicator may be used once or not at all.

A B
1 Key success factors Key performance indicators
2 Customer support FingerDraw gains at least 4% of the market
share from JustDraw and QualDraw.
3 Size of company Average customer wait time is less than 12
minutes.
4 Number of apps developed 9Dee’s total assets are at least $30 million.

Column A drop-down options

1 Market share
2 Reliability
3 Speed and usability
4 Customer support
5 Size of company
6 Number of apps developed
7 Number of users who purchase the app

Column B drop-down options

1 FingerDraw operates at its optimal speed at
least 95% of the time.
2 9Dee’s total assets are at least $30 million.
3 Average FingerDraw downloads are at least
2,000 per week.
4 FingerDraw gains at least 4% of the market
share from JustDraw and QualDraw.
5
9Dee launches at least two apps every year.
6 Average customer wait time is less than 12
minutes.
7 App downtime for FingerDraw is less than 50
minutes per week.
Performance Management
UNIT 4 — TASK-BASED SIMULATION #2
Task 3

To ensure that 9Dee’s selected strategies are in line with its vision and mission, Tan has been
asked to analyze the new strategies using the information in the appendixes and prepare a
memo about whether they are supported by the vision and mission.

Instructions:
· The next five paragraphs contain a sentence that is bolded. You must decide how to best
complete the sentence: you may leave the bolded comment in place (choose option 1) or
replace it with an alternative comment.

To: Evelyn Estrada, CEO

From: Tan Coney, CPA, Management Consultant
Re: Strategies and link to vision, mission, and values

The board of directors has authorized an increase in the wages of employees in the
Software division, which should ensure employees remain loyal to 9Dee and employee
turnover remains low. This strategy [should be reconsidered because it will be very
expensive, which is against 9Dee’s mission to maximize its profitability].

Select your answer 2

should be reconsidered because it will be very expensive, which is against

1
9Dee’s mission to maximize its profitability (as above)
is helpful in providing excellent customer service as part of the mission
2
statement
3 is in line with its mission statement to value employees
4 is supported by the vision to be the best project management software

[The vision statement’s focus on remote workers] is supported by the new

customer relationship management software that will be implemented by 9Dee’s
sales department to better manage its customers.

Select your answer 3

1 The vision statement’s focus on remote workers (as above)

2 The mission statement’s focus on customer service
3 9Dee’s mission of easy-to-use software
4 9Dee’s mission to value its employees

Purchasing a new subsidiary that provides cloud-based storage does not

support the [vision statement because remote workers are unlikely to use
cloud-based storage].

Select your answer 4

vision statement because remote workers are unlikely to use cloud-based

1
storage (as above)
2 vision statement because it does not involve project management software
3 mission statement because it is not clear whether the company is profitable
mission statement because it includes valuing employees, who may be upset by
4
the change
 The new FingerDraw app is in line with the “[innovate]” part of 9Dee’s mission
statement. This app should also help support the use of 9Dee’s software for
remote workers, and allow customers better compatibility between products than
its competitors do, which is supportive of 9Dee being the “best.”

Select your answer 2

1 innovate (as above)

2 reliable
3 excellent customer service
4 faster

The board’s suggested reorganization of 9Dee from a functional structure to a

divisional structure [supports its mission statement to build great products].

Select your answer 3

1 supports its mission statement to build great products (as above)

2 is not in line with its mission to value its employees
3 should be added to either the vision or the mission statement
is not necessarily in line with its vison and mission statements, which do not
4
mention organizational structure