I suggest ________ again.
A.us try
B.us trying
C.we try
D.in trying
A.us try
B.us trying
C.we try
D.in trying
(ii) Suggest THREE other performance measures (not applied in (i)) which might be used to assess the
customer perspective of the balanced scorecard of GER. (3 marks)
A.vulnerable
B.probable
C.practicable
D.sustainable
(b) Identify and discuss the appropriateness of the cost drivers of any TWO expense values in EACH of levels (i)
to (iii) above and ONE value that relates to level (iv).
In addition, suggest a likely cause of the cost driver for any ONE value in EACH of levels (i) to (iii), and
comment on possible benefits from the identification of the cause of each cost driver. (10 marks)
(b) Discuss the relevance of each of the following actions as steps in trying to remedy performance measurement
problems relating to the ‘365 Sports Complex’ and suggest examples of specific problem classifications that
may be reduced or eliminated by each action:
(i) Focusing on and improving the measurement of customer satisfaction
(ii) Involving staff at all levels in the development and implementation of performance measures
(iii) Being flexible in the extent to which formal performance measures are relied on
(iv) Giving consideration to the auditing of the performance measurement system. (8 marks)
I had to learn to say “please”, “sorry”, “thank you”, whether I felt it or not. Once, while buying a ticket to Waterloo, I forgot to say “please”. The man at the counter was offended and would not give me the ticket until I had said “please”. When he handed me the ticket, he said “sorry”, and hurried inside to take the only empty seat.
On the way to the office one morning, a man collapsed in my compartment. At Waterloo, everybody left, but I stayed with him until the ambulance arrived and was an hour late getting to the office. I was told that it was not my job to look after strangers.
I found that many did not even look after their own parents who were old and helpless. In India, it is the duty of the children to look after their parent and old relatives. While serving a meal, my mother always gave food to the elderly relatives and children first and ate whatever was left over. The elderly never felt isolated. They lived with their families and contributed to the happiness of the house.
31. How long had the writer stayed in England?
A. Just a year
B. More than a year
C. Almost two years
D. About ten months
32. What does the word “rarely” mean in the first paragraph?
A. seldom
B. always
C. often
D. independent while the wife is dependent
33. What did the writer mean when he said “many had a natural gift for gossip”?
A. Many British people were born speakers
B. Many British people were talkative.
C. Many British people were hot-tempered.
D. Many British people were talented
34. What did the writer mean to say by giving us the examples in the second paragraph?
A. English people are very polite because they always say “thank you” or “sorry”.
B. English people enjoy teaching others lessons of politeness.
C. He had to learn to say “please”, “sorry”, “thank you”.
D. English people say polite words without sincere politeness.
35. What does the last paragraph suggest?
A. Many old people in England were lonely because they were not taken good care of.
B. Old people in India never felt isolated.
C. The writer’s mother always ate whatever was left over.
D. Old people in most countries are respected.
(c) Suggest ways in which each of the six problems chosen in (a) above may be overcome. (6 marks)
Can you suggest three reasons why manhole covers are round ?
为什么(锅炉、下水道等供人出入进行检修的)检修口盖是圆的,你能说出三个原因吗?
(d) What reasons would you suggest to explain this failure of Churchill Ice Cream to become an international
company? (5 marks)
(d) Suggest a set of SIX performance measures which the directors of SSH could use in order to assess the
quality of service provided to its clients. (3 marks)