Objectives

Correct answer: A. Customer and financial objective

It is a measurable target linked with customer value and income. In exams identify value based targets as objectives.

Correct answer: B. Service or quality may suffer without balance

The direct answer is B: service or quality may suffer without balance. A cost-reduction target is useful, but an organisation must not treat low cost as its only success measure. If managers try to cut expenses by 20 percent without fixing any quality standard, they may use cheaper materials, reduce staff, shorten testing, or provide less customer support. These actions can lower product quality or service reliability. Step by step, the reasoning is: first, the organisation chooses a cost objective; second, employees try to meet it; third, without a quality limit, they may sacrifice quality to show savings; finally, dissatisfied customers, returns, complaints, or loss of reputation may result. Option A is wrong because a target does not balance itself automatically; balance requires deliberate planning and monitoring. Option B is correct because it identifies the real risk of an unbalanced objective. Option C is wrong because reducing cost does not automatically end laws or organisational rules. Option D is wrong because an objective is a desired result, whereas a budget is a financial plan showing expected income and expenditure. A good plan uses balanced objectives, such as reducing cost while maintaining a defined quality level. Memory cue: cost, quality, and customer satisfaction must be considered together.

Correct answer: C. Adopt exclusive brand positioning to reach premium customers

The third statement states broad direction not a target. In exams understand direction as strategy and target as objective.

Correct answer: D. Add a measurable point such as raising brand recall from 38 percent to 55 percent

Becoming popular is vague so a measure is necessary. In exams convert vague aims into measurable objectives.

Correct answer: A. Service efficiency objective

Reducing discharge time is a measurable service efficiency target. In exams treat time reduction metrics as objectives.

Correct answer: B. Lack of conversion into departmental objectives

The main objective must be divided into departmental targets. In exams understand cascading objectives.

Correct answer: C. Objective

It is a measurable and time bound conversion rate target. In exams identify rate based targets as objectives.

Correct answer: D. Achievability

A good objective should be challenging but achievable. In exams treat unrealistic targets as weak objectives.

Correct answer: A. Operational efficiency objective

Reducing approval time is a measurable process efficiency target. In exams understand approval time target as efficiency objective.

Correct answer: C. Marketing expansion objective

Increasing rural customer sales is a market expansion target. In exams treat customer segment targets as marketing objectives.

Correct answer: D. When it gives measurable standard and deadline

A measurable standard allows comparison with actual results. In exams connect target versus actual with control.

Correct answer: A. Reduce electricity use by 18 percent and unit cost by rupees 5 next year

It combines environmental saving and cost reduction. In exams connect balanced objectives with sustainable planning.

Correct answer: B. Departmental and organisational objectives

Individual goals should be linked with higher departmental and organisational goals. In exams remember hierarchy of objectives.

Correct answer: A. Employee development objective

Teacher certification is a measurable target linked with employee development. In exams treat training certification targets as development objectives.

Correct answer: A. Use of complementary objectives

The two targets measure service improvement from different angles. In exams identify complementary objectives.

Correct answer: A. Unbalanced objectives

Only financial target may ignore long term customer interest. In exams consider both financial and non financial objectives.

Correct answer: A. Service quality and compliance objective

Reducing number of appeals is a measurable target of service decision quality. In exams understand complaint appeal metrics as objectives.

Correct answer: A. Objectives may become irrelevant or impractical

Objectives should fit the environment. In exams connect market and environment fit with objective setting.

Correct answer: A. Objective is the result to be achieved and programme is a coordinated set of activities

Objective states the target while programme may combine activities to achieve it. In exams keep target and activity set separate.

Correct answer: A. Operational reliability objective

Reducing failed transactions is a service reliability and efficiency target. In exams treat failure rate target as objective.

Correct answer: A. Accountability

Who is responsible should be clear for accountability. In exams consider objectives with responsibility better.

Correct answer: B. Make service very good by March

March is a time limit but very good is not measurable. In exams measure is also necessary with time.

Correct answer: A. Customer revenue and sales objective

Increasing purchase per customer is a sales and customer value target. In exams understand average purchase metrics as objectives.

Correct answer: A. Because production target will be affected without resource supply

Objectives of related departments should be aligned. In exams connect interdependent objectives with coordination.

Correct answer: C. Customer retention objective

The proportion of returning customers measures customer retention. In exams treat returning customer target as retention objective.