A commercial airline is reviewing its performance dashboard. Management wants to focus on Non-Financial Performance Indicators (NFPIs) relating to 'Quality of Service'.

Which TWO of the following metrics are NFPIs that directly measure Quality of Service?

Answer options:

Percentage of flights arriving within 15 minutes of schedule

Fuel cost per passenger mile

Number of lost baggage claims per 1,000 passengers

Aircraft turnaround time at the gate

How to approach this question

Look for metrics that are 1) non-financial (no dollar signs) and 2) directly impact the customer's perception of quality.

Full Answer

On-time arrivals (A) and lost baggage rates (C) are non-financial metrics that directly reflect the quality of service provided to the customer. Fuel cost (B) is financial. Turnaround time (D) is an operational efficiency metric.

Common mistakes

Selecting turnaround time, confusing operational efficiency with customer-facing service quality.

Question 29 All questions Question 31

Practice the full ACCA MA — Management Accounting Practice Exam 5

38 questions · hints · full answers · grading

More questions from this exam

Q01A Global Health NGO is analyzing a monthly report detailing the transportation costs of deliverin...Easy Q02A quantum computing startup processes millions of sensor readings per second from its prototypes....Medium Q03An offshore wind farm incurs a maintenance cost that remains constant up to 50 turbine inspection...Easy Q04The manager of a large commercial hydroponic farm has the authority to negotiate selling prices w...Medium Q05A cross-border logistics company wants to survey its drivers regarding a new routing software. Th...Medium

View all 38 questions →