Question：A very useful approach for a business to decide what information the Management Information System (MIS) must report on is to specify the business's critical success factors (CSF). Performance indicators are then specified for each CSF and the MIS must be able to report in terms of these indicators.

 

　　Which of the following would you suggest are used to measure the achievement of a retailer's CSF of offering excellent customer service?

 

　　A. Number of returns.

 

　　B. Customer satisfaction scores.

 

　　C. Employee satisfaction scores.

 

　　D. Number of customer complaints.

 

　　E. Queue lengths at tills.

 

　　The correct answers are: Queue lengths at tills; Number of customer complaints; Customer satisfaction scores.

 

　　Number of returns is likely to be a performance indicator for the CSF of offering the correct quality and range of products. Employee satisfaction scores will be a performance indicator for the CSF of having a happy and motivated workforce.