The following figures are extracted from the financial statements of Thulium Co; a company specialized in selling instant noodles.

	2020	2019
	$	$
SALES REVENUE	6152200	4940350
COST OF GOOD SOLD	4214000	3275550
GROSS PROFIT	1938200	1664800
OPERATINGG EXP	1557900	1294800
OPERATING PROFIT	380300	370000
	2020	2019
	$	$
PROPERTY PLANT & EQUIP	2562660	2455834
CLOSING INVENTORY	673000	658740
DEBTORS	1020790	905646
BANK DR	380850	360860
LONG TERM LOAN	100000	95000
CREDITORS	750450	680480
TAX PAYABLE	12250	11500

a) Using following ratios, evaluate the profitability of Thulium Co. (12 marks)

Gross profit ratio

Operating profit ratio

Asset turnover

Return on capital employed

Erbium is a restaurant serving burgers, sandwiches and waffles for its dine in customers and also provide delivery services through its website. The management of Erbium has recently raised their concern over monitoring the performance of the business solely on financial performance indicators such as ratios and variances. They want to ensure that the customers are happy; processes are efficient and maintain innovative capability of the business. Management argued that these can be only measured using appropriate non-financial performance indicators. The board of directors has established the following relevant goals for the Erbium.

To increase the number of repeat and new customers

To reduce the customer complaints

To increase the percentage of revenue from new products

To increase the percentage of staffs taking up training

To reduce the labour turn over

To reduce the delivery time to customers who place the order from website

To increase the online orders

To reduce the time taken between the placing the order and receiving the order for dine-in

Customers

Up on the request of the Board of directors, the following information are provided by the management accountant

	2018	2019
Number of website hits	48000	56000
Number of orders online	12000	12500
Number of new customers	22000	23750
Number of repeat customers	36000	36400
Number of new meals introduced	8%	20%
*Number of customer feedback forms showing score of 9 or 10	27000	27300
Labour turnover rate	8%	10%
Number of customer complaints	1800	3720
% of employees trained	15%	8%
Total sales:	780000	936000
Sales from existing meals	624000	655200
Sales from new meals	156000	280800
Time taken between the placing the order and receiving (Dine-in)	5 MINUTES	11 MINUTES
Average delivery time for online orders	20 MINUTES	30 MINUTES

Note: *Score of 10 is the highest favorable score.

Required:

b) Assess the non-financial performance of the Erbium with help of most appropriate measures

in relation to their goals. You should choose any FOUR goals of the Erbium, and with the

suitable calculations of appropriate measures, comment on whether Erbium has achieved its

goals. (8 marks)