“The 'Doggy care' (DC) is a very profitable organisation which was established in 2010. DC offers accommodation, care and supervision for pet dogs owned by inhabitants of Genovia.

DG provides temporary accommodation for dogs whose owners are unable to care for them due to work commitments, illness, holidays, etc. As part of the service offered to dog owners, DC collects and returns dogs at the beginning and end of all dog stays.”

 

“Required:”

a.  “Explain 'critical success factors' are and explain the relationship between critical success factors and key performance indicators. Support your answer by identifying and explaining three critical success factors (CSF) for DC and highlighting a key performance indicator for each CSF.”

b.  “Identify and explain four quantitative non-financial performance measures that could be used to assess the 'quality of service' provided by DC.”