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CIMA E3 - Strategic Management Question Tutorial Sample Questions:

1. 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? (Choose all that apply.)

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

2. Country W hosts a large music competition every 5 years, which is attended by many international musicians.
The success of the competition is dependent upon effective Customer Relationship Marketing being established with many different market groups around the world. These include music colleges who send their students, broadcasting companies who broadcast the event on radio and television, audience members, online ticket sellers and music journalists who write about the competition in specialist journals.
Using Payne's 'Six Markets Model', which of the following is the correct classification for the music journalists writing about the competition?

A) Supplier market
B) Influence market
C) Customer market
D) Referral market

3. DF Company is undertaking a strategic review of its activities and has asked you to explain how a Force Field analysis would assist in the review process.
Which of the following statements would be most appropriate?

A) Identify influential senior managers who will drive through changes in DF's strategic direction.
B) Identify forces facing DF's activities that may create barriers and resistance to change.
C) Provide a framework for identifying forces for and against the proposed changes within DF.
D) As part of DF's strategic review, identify forces facilitating the need for proposed change.

4. Information Systems (IS) strategy is correctly defined as:

A) Identifying the information needs of the organization and aligning development to them.
B) The planning, organizing, investment and control of information applications in the organization.
C) Decisions on the hardware, software and communications solutions used in the organization.
D) The roles and structure of information specialists in the organization and their relationship with users.

5. 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? (Choose three.)

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

Solutions: