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JJJ is a frozen food delivery business in Country Q. Competition is high and JJJ prices its delivery services very competitively. JJJ has doubled its market share to 35% in the last five years.
In order to continue to improve its competitive position in Country Q, JJJ has invested in 100 new delivery vans. These vans have been designed to increase the speed and efficiency in loading and unloading the frozen food products. JJJ has to meet tight delivery deadlines to its customers or penalties for late delivery are charged to JJJ by its customers. Drivers of the vans undertake regular training.
Which of the following would be the most appropriate critical success factor within the 'Customer' perspective of a Balanced Scorecard for JJJ?
Suggested Answer: C
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12 comments · newest first
BE
Belen
2 months ago
True, but if they’re late, penalties hit hard. B) Penalties for late deliveries should be considered.
DA
Dante
2 months ago
I agree, but A) Price competitiveness is also important. Customers love good prices.
SE
Serina
2 months ago
I think C) Punctuality is key. Timely deliveries matter most.
DE
Denise
2 months ago
Not sure if staff training is as critical as punctuality.
MI
Mireya
2 months ago
I’m surprised they invested in so many new vans!
SH
Shaniqua
2 months ago
Penalties for late deliveries seem like a big deal.
CE
Ceola
3 months ago
I think punctuality is key for keeping customers happy.
JA
James
3 months ago
JJJ has a 35% market share now, that's impressive!
KI
Kiley
3 months ago
Levels of staff training seem relevant, but I wonder if they directly impact customer satisfaction as much as punctuality does.
CH
Christiane
3 months ago
I feel like the focus should be on punctuality since they have invested in new vans to improve delivery speed.
TH
Theron
3 months ago
I'm not entirely sure, but I think price competitiveness might be important too since they have to stay ahead of competitors.
LA
Lashaun
3 months ago
I remember we discussed how punctuality is crucial for delivery services, especially with those penalties for late deliveries.