Chapter 02 - Performance Hierarchy
2.1 Mission, Goals & Objectives
Mission Statement
Mission –how the organisation wants to do business. It’s basically address what the organization is about, its stakeholders and how it interacts with the stakeholders.
2.2 PYQ June 2017
2.3 Critical Success Factor
"Critical Success Factor (CSF) is the features of a product or service valued by customer"
CSF is what sets a company apart from its competitor. It helps to answer the question why customer is buying from our company rather than the competitor. CSF contributes to the company's competitive advantage.
2.4 PYQ June 2007
2.5 Operational Performance
Operational performance are related to the day-to-day performance of the company. It is usually repetitive in nature.
It is the level at which all business units in an organization work together to achieve core business goals.