Which THREE of the following statements apply to Lynch's performance pyramid? (Choose three.)

• A. The right-hand side of the pyramid contains measures which are predominantly non-financial.
• B. The lowest level of the pyramid contains the day-to-day operational measures.
• C. The left-hand side of the pyramid contains measures which have an external focus.
• D. The business operating systems level includes the market-related Critical Success Factors.
• E. The performance pyramid is designed to ensure that all activities support the organization's vision.
• F. The business unit level includes measures which relate to internal systems needed to meet customers' needs.

A leading retail chain is undertaking environmental scanning as it is concerned that it is becoming uncompetitive and profits have started to fall. The Board of Directors is concerned that it will need to have a viable strategy to present to its shareholders at the next annual general meeting, in order to prevent shareholders' protests.
The company has been reluctant in the past to offer an Internet shopping service. It now believes, however, that by offering this service and introducing customer relationship marketing (CRM), this will produce a strategy that will help it to improve its competitiveness.
Which of the following statements apply to CRM? (Choose all that apply.)

• A. CRM utilizes marketing resources to retain, rather than simply attract new customers.
• B. CRM is about marketing to customers to obtain their loyalty, so customer research is not needed.
• C. The company must be prepared to take customers' needs into account and be able to meet these needs.
• D. In mature markets, existing customers provide the most likely source of future earnings.
• E. The CRM process needs to include increasing the range of products that will be offered to customers.

LLL is an international oil and gas exploration company. It is considering investing S300 million in developing new oil fields in Country D.
For this it will need to obtain a license from the government of Country D.
These new oil fields will bring much wealth to Country D because a large proportion of the revenue from the production of oil will be paid to the government as part of the licensing agreement.
However, oil production in Country D will have some undesirable social effects, such as the threat of pollution, congestion to the roads and pressure on local amenities such as housing, electricity and clean water.
Which of the following approaches to stakeholder management should LLL NOT undertake in order to enter Country D?

• A. Develop and circulate a promotional video showing the benefits enjoyed by other countries in which LLL operates.
• B. Commit to improving the local amenities and roads as a part of the application for a license in Country D.
• C. Issue free shares in a Joint Venture to develop oil fields to government ministers from Country D.
• D. Undertake stakeholder mapping to identify the interests of the most powerful players in the decision to grant a license to LLL.

M has been appointed as an external change agent to lead and implement a large scale re-structuring strategy which is being undertaken by a large bank. M has been appointed due to his extensive experience in a wide range of organizational re-structuring programmes. This re-structuring strategy will involve a large number of redundancies and the implementation of a new organization-wide management reporting system. M will need to work with staff from all departments and levels of the organization. The Board of Directors of the bank believes that an external change agent will bring more benefits to the change process than using an internal change agent.
Which of the following are the most likely benefits that could be achieved by the bank by appointing an external change agent to lead and implement the re-structuring strategy? (Choose all that apply.)

• A. The external change agent will have better relationships with the bank employees than an internal change agent.
• B. The speed of delivery of the change process will be quicker when using an external change agent.
• C. The bank can exploit the specialist expertise of the external change agent.
• D. The external change agent will be more objective in decision-making than an internal change agent.
• E. The change process should be less costly if an external change agent is appointed.
• F. As a dedicated resource, the external change agent can give more time to the change process.

A direct external change trigger is:

• A. The introduction of new environmental protection policies by the government.
• B. A powerful competitor forcing an organization to cut its prices.
• C. An economic recession in an organization's home country.
• D. A general increase in the use of the Internet by society.