The management of a chain of hotels has decided that one of its Critical Success Factors (CSF) is to provide excellent customer service'. The following measures have been suggested:

a) The number of customers who make use of their m-room mini bar

b) The percentage of customers who use the leisure facilities

c) The number of customers who complain.

d) The percentage of customers who join the hotel loyalty scheme

e) The percentage of customers who return

Which of these are appropriate Key Performance indicators (KPIs) for the GSF 'provide excellent customer service?

Paula is a business analyst working for a small bespoke furniture manufacturing company. The newly appointed chief executive, Beverly, has asked Paula to lead an initiative to refresh and restate (where necessary) the organization’s plan for the next financial year. Paula recently led a planning worksope with senior managers and has made the following notes about issues raised in the worshop:

The company….

a) Aims to supply 10% of the local bespoke furniture market by the end of the financial year.

b) Will Invest In local radio advertising and appoint a creative team to develop an appropriate advertisement

c) Will await the final draft of the annual accounts before considering investing in a new range of high-tech chairs.

d) Will adopt new 3D printing technologies to gain an advantage when quoting for bespoke furniture designs

e) Recognises that bespoke furniture will always be more expensive than mass-produced, standard furniture

Which of these notes will go into her MOST analysis?

A group of stakeholders at FlyMe travel operators are in a meeting to discus the Business Activity Model (BAM) for a new subsidiary business. They are planning to launch a new offering, which will offer flight bundle’ packages for organization that regularly need to send their staff overseas. The following activities have been identified so far:

a) Monitor flight bundle' sates

b) Sell "night bundles*

c) Determine demand amongst existing customers

d) Identify potential airline earners

e) Determine 'flight bundle' locations,

f) Define bundle pricing.

Although the Operations Director for FlyMe is supportive of the new business proposition, she is not entirely convinced there is a gap in the market, nor is she confident that the idea will be profitable.

With these concerns in mind, which planning activities will she be keen to ensure are discussed before the meeting ends?