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ACCA Strategic Professional · Advanced Performance Management · Performance optimisation in specific contexts

A not-for-profit housing association is criticised because its repairs team always hits its target of fixing faults within 48 hours, yet tenant satisfaction with the quality of repairs is falling as repeat visits increase. Which is the most appropriate recommendation under a value for money approach?

The association should add effectiveness measures such as first-time fix rate and tenant satisfaction alongside the speed target. The 48-hour target captures only a narrow output, so rising repeat visits and falling satisfaction show that outcomes are not being achieved, and cost cutting or ignoring the issue would not address this.

  1. AAdd a measure of effectiveness such as first-time fix rate and tenant outcomes alongside speedCorrect
  2. BCut input costs further to improve economy
  3. CLengthen the response target to reduce pressure on staff
  4. DReport only the 48-hour target, since it is always met

Explanation

The current measure focuses on a speed output and ignores outcome quality, so the team may be gaming the target. Adding first-time fix rate and satisfaction links measurement to effectiveness. Cutting inputs would likely worsen quality, and reporting only the met target hides the problem.

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